Team HGS

AUGUST 22, 2017

At this HGS session, we polled attendees on several issues related to adoption of a successful bots-brains strategy. Our HGS Poll 2, “How soon will you implement robots in your CX strategy?” Q2: What would you suggest as the first step in integrating bots into our customer service strategy? Lauren: Yes, we do.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? We’ve been in the business for a long time.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? We’ve been in the business for a long time.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Kustomer

SEPTEMBER 3, 2020

He shares a few guiding questions to help with this process: How can I motivate my employees to serve customers better and understand what those right motivators are? And then how can I understand the psychology of my customer more? Chief Customer Officer 2.0 And it’s really hard. Both are really hard.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52