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
This is CX, Episode 57: Innovating on customer service and cost reduction in response to COVID-19
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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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.
