#purduehlobalproud class of 2024!

If a company is really doing #CX right, data is the key. You've got to be basing your actions on data. But using customer data requires a careful review of the ethical considerations, especially now with GenAI grabbing data everywhere. Attention and care are keys. #custserv

A9 #custserv

Ethically, companies have to embrace being stewards of the data & all that means. We have to protect our customer data as a priority. Applying data science to said data to truly understand customers is next. That’s not boxing them in, it’s helping via understanding

We've been saying this for a long time, haven't we? ⌛️

#custserv

A7 #custserv

There’s been a big investment in both software and time to build and support the #agentexperience through a variety of tools including #ai , pop mini sessions, and trackable coaching effectiveness. There’s also a shift away from promoting performers just because

*Some* companies of done personalization well. It's very difficult to scale, so many resort to persona-lization (substituting personas for individuals). Some just don't try and slap 'Just for you' on mass communications to make it look like personalization. #custserv

Q5 | #custserv

In the era of personalization, how have companies successfully tailored their customer service experiences to meet individual needs, and what challenges have arisen in this pursuit?

Immensely, and I know it is important to companies to deliver across multiple channels without having to make the customer repeat and repeat the same info. Seamlessness is a differentiator. #custserv

Let’s not forget the huge role #ai is playing for the #QualityAssurance side of #custserv ! We can bring insights faster and from a larger sample size than without it. This makes the #cx better for everyone involved

Q2 | #custserv

In what ways have advancements in artificial intelligence and chatbot technology influenced the customer service landscape, and how have customer expectations adapted accordingly?

A1 #custserv

For starters, brands can’t hide nearly as well as before the digital channels gained precedence. It caused a shift of volume into the hands of the consumer.

Q1 | #custserv

How has the rise of digital channels, such as social media and messaging apps, transformed the way companies approach and deliver customer service in the last 15 years?

Happy #custserv anniversary Marsha Collier Greg Ortbach and Mr Greeter Roy Atkinson

I don't know where my company comes up with these insights ..... but I really enjoy the messages! EtechGlobalServices
#leadership

The Senior leaders of the Roosevelt JROTC battalion were “dressed to impress” for the final Friday of the month. #NEISD #TR

#ccwsanantonio is happening now! Hope to see you here! EtechGlobalServices #custserv #cx #cctr linkedin.com/feed/update/ur…

Patriotism and respect at it’s best! Happy Birthday, Brother!

Great ceremony! Thank you Rough Riders! Hooah!

Integrity isn’t stumbled upon accidentally. Integrity is the result of embracing the journey to always walk in the light. Integrity means that we let our actions speak for who we are & what we believe in. Living,working & leading in integrity is what great leaders do. #leadership