Tanya talks about a CX focused culture, how to champion a Customer Experience initiative across the enterprise, and ways to mitigate risk.
✔️ Customers really want companies who are connected to their life and devices
✔️ Listen to employee feedback and take action, because employees usually know what needs to be fixed.
✔️ Find a way to boils down CX recommendations into a consumable way. There isn’t a lack of data
The book that has influenced Tanya the most in the past year:
✔️ Enchantress of Numbers: A Novel of Ada Lovelace
Her note to all the customer service and CX professionals:
“Persevere. Customer Experience is sometimes a job for unsung heroes…believe it what you are doing and help people who the real authority is and that is the customer.”
WHAT IS PRESS 1 FOR NICK?
Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.
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