Shep Hyken interviews Gabriele Masili, Global VP and Chief Technology Officer of Customer Experience & Success at Microsoft. They discuss strategies for building a successful, digital customer experience without sacrificing the human connection.
“Customer success is proactively helping achieve what they need. Customer support is reactively helping customers whenever something is not working.”
“Integrate Artificial Intelligence (AI) to augment the capabilities of the human expert. When you combine human ingenuity and AI, that’s when you get an excellent experience that can delight the customers.”
“The future of customer service and experience is more and more of what we call ‘know me’. This is the ability for the customer to be recognized and have the experience tailored for them.”
Gabriele Masili is the Global VP and Chief Technology Officer (CTO) of Customer Experience & Success at Microsoft. He leads the Digital Customer Experience Council across Microsoft and is responsible for enhancing customer and employee connected experiences.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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