Business Transformation Pitch with The CX Goalkeeper Charting the Future: Discussing AI, Culture, and Leadership in Customer Service with Jeremy Watkin
Join us on the CX Goalkeeper Podcast for a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing customer experience.
This episode is essential for anyone in customer experience, offering deep insights into the current trends and future directions of customer support. Jeremy's experience and wisdom provide valuable lessons for professionals at all levels.
Key Highlights:
- Empathy in Leadership: Jeremy discusses the importance of empathy and understanding within teams to foster a positive service culture.
- The Balance of Technology and Human Touch: Insights into how technology can be integrated without losing the human aspect of customer service.
- Continuous Improvement: Jeremy shares his approach to making continuous improvements in customer experience, even in the face of limited resources.
Key Quotes:
- "If you're not directly serving the customer, your job is to be serving someone who is." - Yan Carlson (shared by Jeremy Watkin).
- "We keep making continuous small improvements... there's the end goal of having everything integrated. So it doesn't matter what channel a customer contacts us on." - Jeremy Watkin.
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