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Wisdom, Insights, Stories and Expertise from the leaders and practitioners shaping customer experiences around the globe.

CX-WISE PODCAST

Peeking into CX Leaders’ Experiences

Episode 10

How Jay Baer Mixes AI, Tequila and CX for the Ultimate Social Media Cocktail
  • Why AI is not a differentiator for brands 

  • The potential of short-form content platforms 

  • A fresh blueprint for CX-driven marketing strategies 

Tune in to the episode to learn more about the latest trends and best practices in CX. 

Jay Baer
CX Leader
Episode 10 - Jay Baer

Listen to win a free copy of Jay's book!

CX Diaries

Heart-warming customer service stories to inspire you

Emily's

story

Rita's

story

Jackie's

story

The customer's gratitude and smile during the call left Jay elated, and a later email expressing thanks after the successful court hearing was the icing on the cake."

Jay,

1st Tier Technical Specialist, Accenture India Pvt. Ltd.

Meet Jay (name changed), a 1st tier technical specialist at Accenture, dedicated to assisting Best Buy customers. Four years ago, in the routine of support, he faced a unique and critical situation.  

A customer, an advocate, relying on a newly purchased Best Buy router for her WFH mandate during COVID, called in the night before a court case stating she had lost network connectivity.   

Despite SOP guidelines, Jay, sensing urgency, bypassed protocol, initiating a video call to guide the customer through troubleshooting. Successfully resolving the problem by risking his performance metrics, his extra effort ensured the customer's wireless connection was restored just in time for her court hearing.  

The customer's gratitude and smile during the call left Jay elated, and a later email expressing thanks after the successful court hearing was the icing on the cake. In the world of customer service, Jay's commitment showcases the impact of genuine care. 

share:

The customer's gratitude and smile during the call left Jay elated, and a later email expressing thanks after the successful court hearing was the icing on the cake."

Jay,

1st Tier Technical Specialist, Accenture India Pvt. Ltd.

Jay image

Meet Jay (name changed), a 1st tier technical specialist at Accenture, dedicated to assisting Best Buy customers. Four years ago, in the routine of support, he faced a unique and critical situation.  

A customer, an advocate, relying on a newly purchased Best Buy router for her WFH mandate during COVID, called in the night before a court case stating she had lost network connectivity.   

Despite SOP guidelines, Jay, sensing urgency, bypassed protocol, initiating a video call to guide the customer through troubleshooting. Successfully resolving the problem by risking his performance metrics, his extra effort ensured the customer's wireless connection was restored just in time for her court hearing.  

The customer's gratitude and smile during the call left Jay elated, and a later email expressing thanks after the successful court hearing was the icing on the cake. In the world of customer service, Jay's commitment showcases the impact of genuine care. 

Jay image
share:
Jeff Sheehan
Jeff Sheehan
CX Expert

Words to the Wise

Practical advice from the best in the biz.

How can you do more of what customers value and less of what irritates them?  

Double-down on a customer-centric mindset by acknowledging the small changes that could eliminate customer annoyances.  

It's common in customer service conversations to defend your company processes. Take a step back and adopt an outside-in approach.  

Cut out the clutter and make life easier for your customers. Focus on the impact of those small tweaks that enhance customer satisfaction. Proactively make those changes to foster a positive and seamless customer experience.  

share:

Words to the Wise

Practical advice from the best in the biz.

Jeff Sheehan
Jeff Sheehan
CX Expert

How can you do more of what customers value and less of what irritates them?  

Double-down on a customer-centric mindset by acknowledging the small changes that could eliminate customer annoyances.  

It's common in customer service conversations to defend your company processes. Take a step back and adopt an outside-in approach.  

Cut out the clutter and make life easier for your customers. Focus on the impact of those small tweaks that enhance customer satisfaction. Proactively make those changes to foster a positive and seamless customer experience.  

share:

Raise The CX Bar

Insights that help to go from happy to happier customers

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CX Simplified

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