You can’t tackle modern customer experience challenges with status quo solutions. In a landscape where customers expect more than ever from brands, and technology can deliver more than ever for those brands, simply doing what you used to do is not an option.
In this episode, we are joined by Sandra Schroeter, International Head of Customer Engagement Technologies at LogMeIn, to discuss leveraging technology to move your customer experience operations – and the bottom line – on to the next level.
In this interview, Sandra also talks about:
- Why customer experience can make or break your business
- Using data to enhance your customer support
- Integrating AI and chatbot technologies into your company strategy
- Getting C-level buy-in on investment in CX
- How the employee experience is entwined with customer experience
- How companies can best establish trust with customers
“As a consumer, you can tell if you have someone in front of you who likes their job or who doesn’t like their job”
In the following extracts, Sandra discusses the link between customer experience and employee experience and describes a time when she was provided with great CX by a UK challenger bank.
Sandra on employee satisfaction:
“There are various benefits to employee experience and employee satisfaction. Happier employees make happier customers because when you are on the phone with someone or chatting with someone face-to-face, as a consumer you can tell if you have someone in front of you who likes their job or who doesn’t like their job. That’s why employee experience is important.
“Employee experience is also important because nowadays companies compete for top talent so they want their employees to be happy and to stay and if you look at retention rates or employee churn rates in contact centres for example, they are quite high. If you can have your employees stay with you longer then that’s also something that shows up in your bottom line.”
Sandra on Starling Bank’s customer experience:
“A company that I frequently quote or talk about is Starling, one of the new banks in the UK. My experience with them came from wanting their debit card because they have really good rates when you pay in non-pound currency. So I went on their website, it immediately suggested downloading the app, which I did.
“They took me through an application process where they asked my name, my address, my phone number, my date of birth and that was it. In the next step, they said to me, ‘Can you record a video of yourself saying your name and that you are a Starling customer?’ Then they ask you to take a photo of your passport and you do all of that with your phone. The next step says, ‘Thank you, we received your application, we will send you the card in the mail in the next two or three days’ and as soon as I hit Enter, I received a text confirmation, and my card arrived in two days.
“For me, I remember the last time that I opened a bank account. It was such a huge difference!”
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