Filip Popovic - "The Golden Triangle of Data, Technology, and BPO Partnerships"
Filip Popovic, Head of Relationship Centre, Worldwide, at Avon Consumer Experience, explains how his team evolves a relationship center into an experience center. He details a Consumer Experience Board for real-time insight. He shares value-creation tactics that generate revenue. He offers practical steps any CX leader can start now.
WOW-24-7
Contact Centers
What’s Inside [0:42] Introduction to Filip Popovic [38:05] Full Podcast Episode [2:32] Highlights Video [3:33] Evolving the Relationship Center Into an Experience Center [8:04] Turning Every Interaction Into Value, Not Just Cost [5:17] Listening to the Silent Majority to Build Future Value [4:19] Respecting Long-Term Customers for Loyalty Value [5:17] Utilizing AI for Tasks and Humans for Empathy [5:28] What to Look for in Choosing Tech and Partners for Business [2:28] Partners Are Not Vendors, So Act as One Team [0:59] Short - Evolving the Relationship Center Into an Experience Center [0:49] Short - Utilizing AI for Tasks and Humans for Empathy
Full Episode “We evolve our relationship center into the experience center to address the customer's needs in real time beyond just answering on the call or writing an email reply or doing some system set up for our consumers.” - Filip Popovic
(2:32) Highlights Video
(3:33 Video) Evolving the Relationship Center Into an Experience Center “We make sure that we have a clear understanding of what the real needs of our consumers are. That's why we set up clear and open communication with them even in the times when there is no trouble.” - Filip Popovic
(8:04 Video) Turning Every Interaction Into Value, Not Just Cost “Whenever you reply to an email, attach the most exciting offer of the month and offer it in a very polite and humane way because we do believe in this way of connections and interactions.” - Filip Popovic
(5:17 Video) Listening to the Silent Majority to Build Future Value “Silent does not mean that you are great.” - Filip Popovic
(4:19 Video) Respecting Long-Term Customers for Loyalty Value “It’s not about money, it’s about the treatment of someone who is 15 years with you.” - Filip Popovic
(5:17 Video) Utilizing AI for Tasks and Humans for Empathy “There is this empathy in the way AI is helping us, as consumers become much more demanding than ever. You use AI to sort out thousands of those transactional, emotionless queries.” - Filip Popovic
(5:28 Video) What to Look for in Choosing Tech and Partners for Business “There are various amazing technologies and technology companies but not every one of these fits your needs. So, you have to be sure what you are looking for and then you need to choose the company partner.” - Filip Popovic
(2:28 Video) Partners Are Not Vendors, So Act as One Team “If you are working with your partner, you are one team and you should take care of them equally as anyone within your organization. Treating them with respect as a real partner.” - Filip Popovic
YOUTUBE SHORT: Evolving the Relationship Center Into an Experience Center “We make sure that we have a clear understanding of what the real needs of our consumers are. That's why we set up clear and open communication with them even in the times when there is no trouble.” - Filip Popovic

YOUTUBE SHORT: Utilizing AI for Tasks and Humans for Empathy “There is this empathy in the way AI is helping us, as consumers become much more demanding than ever. You use AI to sort out thousands of those transactional, emotionless queries.” - Filip Popovic

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