Shep Hyken interviews Jonathan Lerner. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights.
“Have a mindset of change. If you build resilience into your models and encourage that in your people, then you’re building the right fiber into your organization.”
“COVID-19 is a horrible development. It’s tragic. It’s heartbreaking. But it’s forcing change. People are now embracing ideas they knew were coming but were on the back burner for so long.”
“You can’t wait. Waiting for a customer to call with a problem does not delight or turn an experience into a revenue-generating opportunity. Enable an outbound experience.
“If you leave out the human element and your brand ambassadors, then you’ve missed the mark. If you’ve forgotten digital, then you’re behind.”
“Driving really brilliant customer experiences equals employee experience raised to a digital level. CX equals EX to the power of DX.”
Jonathan Lerner is the president of TTEC Digital. Prior to joining TTEC in 2019, he was senior vice president and general manager for Customer Engagement Solutions at Verint.
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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