Candace Wallace - "CCOs: Why Advocate for Downward CSAT Trends"

Candace Wallace, the Chief Customer Officer at Relias, discusses the importance of advocating for downward customer satisfaction (CSAT) trends and other key metrics in key customer interactions. Candace emphasizes scaling with self-service and technology, personalized experiences, and understanding customer behavior. She stresses the impact of focusing on complex cases and enhancing the digital experience on satisfaction and business outcomes. Additionally, Candace highlights the role of agent satisfaction and company culture in delivering exceptional experiences and reducing turnover.

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