OM DENNE EPISODE
Brinks Home chief customer officer Veronica Moturi joins CX Decoded host Dom Nicastro to explain how a security and home automation company rebuilt its call center from the ground up. Moturi started as a customer service agent in 2012 and rose through retention and escalations before taking the CCO role. She breaks down why average handle time isn't a KPI, how issue resolution and first call resolution drive a 55 net promoter score, and how AI tools and a remote workforce cut agent turnover from 150% to 22%.
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SØG BLANDT TIDLIGERE EPISODER
Søg efter gamle afsnit af CX Decoded By CMSWire.
ANDRE EPISODE I DENNE PODCAST
Dexian CMO Kip Havel joins CX Decoded to talk about the expanding scope of the marketing job — from rebrand strategy to AI skepticism to why customer feedback nobody asked for is often the most valuable data a company has.
Jessica Herring, VP of Member Experience at Loyalty Credit Union, joins CX Decoded to talk AI chatbot design, member trust, and why she skipped the NPS score entirely.
Justin Racine, chief digital officer at Geriatric Medical & Surgical Supply, joins CX Decoded to explain why B2B buyers are more emotional than the industry assumes — and why fixing employee experience matters just as much as fixing the customer journey.
Sanity CEO and co-founder Magnus Hillestad joins CX Decoded to argue that content management has been solving the wrong problem for years — treating content as a marketing asset instead of core business infrastructure. He explains why real-time, machine-readable content is now a prerequisite for A…
Ansvarsfraskrivelse: Podcasten og kunstværket, der er indlejret på denne side, er fra Dom Nicastro, som tilhører dens ejer og ikke er tilknyttet eller godkendt af Listen Notes, Inc.
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