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S3 E3: Amy Kemp - Beyond Wizmo
Manage episode 485722937 series 3460248
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Join Amy Kemp of Glossier as she takes Ger and Gordon out on the CX waves, where service agents help navigate customers through anything from gentle breezes to force 10 gales.
You'll find out whether AI is more than just a wizmo gizmo and hear how Glossier is using it to genuinely enhance the customer experience. But fear not, the tech isn't driving the boat. A rich and meaningful customer service experience still requires a human hand on the tiller, if you're looking to use CX to drive customer satisfaction and loyalty.
Beware, though. There are hidden rocks beneath the CX. If you don't want your service agents to founder, or be mauled by the salty sea dogs in the shipping department, they'll need a deep understanding of how your business works. Amy explains how experience of the entire business helps CX agents provide customer solutions without generating internal problems.
Learn about CX as a differentiator, CX as a post-purchase experience, a pre-delivery experience and post-delivery experience. Find out what to do when CX is out of your control, as well as how Amy sent away sheets to be dyed another colour and received a dress back.
And look out! There are pirates ahead! Twice!
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