April 6, 2020 | Podcast

This is CX, Episode 57: Innovating on customer service and cost reduction in response to COVID-19

Paul and Mike are joined by Cindy Garrett, a director in our Customer Experience practice who helps organizations optimize their customer service operations

She discusses what companies should and should not be doing in response to COVID-19 to meet new customer needs by adapting their service operations while also containing costs, including:

  • Focusing on customers and employees as people
  • Increasing transparency and personalization of communication
  • Creatively and rapidly innovating on their service delivery model
  • Empowering employees to make decisions to meet their customers’ needs


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