Episode notes
The CX Goalkeeper had the great opportunity to interview Alex Mead
LinkedIn Headline:
Chief Customer Service Experience Officer - Transforming omnichannel CX across contact centre, digital, social & physical channels - Leading teams which innovate across all customer activities - CRM, AI, Data, Analytics
Highlights:
0:00 Game Start
1:41 Alex's introduction
3:08 Alex's view on the CX landscape
6:20 Alex's two bad experiences
10:18 Definition of service excellence - the definition of EPIC service
13:10 The Role of CX Professional
17:15 The missing skills in the CX community
26:25 In 10 years time what we are speaking about in relation to Customer Experience and Customer Service Experience?
29:30 Alex's book suggestion
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