CX-WISE PODCAST
Peeking into CX Leaders’ Experiences
Episode 10
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.
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.
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.
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.
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.
CX Simplified
Resources to fastrack your CX career growth
Social Media Promotion in 2024: Trends and Tactics You Need to Know
Learn about the innovative strategies and cutting-edge ideas that will rule social media promotion in 2024.
11 Ways to Combine the Power of Customer Service and Marketing
Discover the top strategies to combine customer service and marketing to enhance content development, personalized messaging, retargeting and proactive outreach in your business.
Five proven techniques to bring your CX up to speed
Explore 5 proven strategies from CX thought leader Micah Solomon to elevate your business's customer experience in the rapidly evolving landscape.