Empowering Customer Support Agents with Data
Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa, the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information.
“Customers are like water. They will go to the easiest route downhill. They only care about the most convenient resolution to their problem.”
“Empower customer support professionals with easy-to-use software so that they can focus on the customer, not on the systems in front of them.”
“Customers are fickle. They don’t retain loyalty to a brand unless they really trust that a brand is going to do right by them.”
“Trust and loyalty are a two-way street. If you want customers to be loyal to your brand, you have to give loyalty back to them.”
Devin Poole is the Senior Director of CX Strategy at Dixa. He is responsible for understanding the needs of customer service & experience leaders, shaping product development initiatives, and advising Dixa clients on best practices in service and experience effectiveness.
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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