Note sull'episodio
Miles C. Thomas is the global head of customer service and experience at International Baccalaureate. Founder HumanizedCX & CX Wales. Chair of Judges at the CX awards and internationally recognized CX leader. A customer experience, success, service and operations leader for organizations such as Deloitte and the International Baccalaureate.
Miles explains five steps for a great service and great experiences
1) Engaging and empowering leadership – Executives who understand the importance of CX Buy-in
Leader should enable the organization (e.g., from tools and training point of view) to empower employees to meet objectives
One key success factor is to speak the language of the executives (e.g. about ROI)
Technology should be leveraged as an enabler. The focus should be on customer