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Harnessing the contact center's potential as a real-time data gold mine - Interview with Suvi Lindfors of Netigate
Feb 19, 2025
Suvi Lindfors, Strategic Business Development at Netigate, brings extensive experience from Nokia and Microsoft. She delves into the untapped potential of contact centers as gold mines of customer insights. Suvi discusses the shift from focusing on efficiency to enhancing customer experience, the need for a culture of continuous improvement, and the importance of democratizing data across organizations. She also emphasizes how leveraging customer interactions can drive meaningful change and foster a more customer-centric approach.
49:53
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Quick takeaways
- The contact center can evolve into a strategic insight hub by leveraging customer feedback and data-driven decision-making across the organization.
- Fostering a culture that values small changes in processes and customer engagement can significantly enhance experience and reduce contact volume.
Deep dives
Empowering Decision-Making Through Customer Insights
Customer-centric decision-making is vital for businesses, yet many organizations struggle to collect and leverage customer feedback effectively. Traditional methods yield reports that often go unread, leading to a disconnect between customer needs and company actions. The founding of Lumoa aimed to address this by empowering every employee to make informed decisions based on the voice of the customer. By integrating the voice of customer data widely within organizations, companies can ensure that customer insights drive every level of decision-making.
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