Patrick Martin - "The Frictionless Customer Experience"
Patrick Martin, Coveo's EVP of Customer Experience, delves into crafting a seamless customer journey. He stresses consistency across touchpoints, directly impacting a company’s bottom line. Martin draws from a PwC study, highlighting the costs of subpar experiences and the need to adapt to evolving customer demands. AI's integration in service, alongside human agents, is explored, focusing on guided resolutions and future channel efficiencies. The discussion extends to sustaining this excellence even with outsourced support, ensuring a frictionless customer experience end-to-end.
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Contact Centers
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What’s Inside [1:09] Introduction to Patrick Martin [28:26]Full Podcast Episode [3:27] Customer Experience's Dramatic Impact on Company Revenue [5:23] Revolutionizing Customer Experiences: Breaking Silos, Reducing Friction [3:59] The Evolving Role of Live Agents in the Age of AI [2:20] The Data-Driven Internal Strategy for Frictionless Customer Experiences [3:33] CCOs: The Future of Efficient Channel Guidance [2:37] Mastering Frictionless Customer Service with Outsourcing Partners [1:51] How to Start Your Customer Experience Digital Transformation [Shorts] CE Impact on Company Revenue, Mastering Frictionless Customer Service with Outsourcing Partners.
Full Episode “We now expect easy, frictionless experiences. We expect companies to know us as consumers.” -PATRICK MARTIN
Full Episode: Topics Covered 1. The Importance of a Frictionless Customer Experience 2. The Role of AI and Live Agents in Customer Support 3. Creating a Unified and Frictionless Customer Experience 4. The Solution to Outsourcing Customer Experience
(3:27 Video) Customer Experience's Dramatic Impact on Company Revenue "When we think about what truly differentiates a company from their competitors, it will be that customer experience.” —PATRICK MARTIN
(5:23 Video) Revolutionizing Customer Experiences: Breaking Silos, Reducing Friction "You have to identify who owns every data repository or piece of the journey and have all responsible parties collectively start talking about removing friction.“ -PATRICK MARTIN
(3:59 Video) The Evolving Role of Live Agents in the Age of AI “AI is only as good as the information you feed it. Agents will transform into knowledge workers, identifying gaps in information and improving documentation.” —PATRICK MARTIN
(2:20 Video) The Data-Driven Internal Strategy for Frictionless Customer Experiences “You have to convince internal leaders of what’s in it for them to jump into this customer experience bandwagon.” —PATRICK MARTIN
(3:33 Video) CCOs: The Future of Efficient Channel Guidance “It’s leveraging your data and finding the most efficient channel, regardless of whether it’s self-service or assisted to solve the issue.” -PATRICK MARTIN
(2:37 Video) Mastering Frictionless Customer Service with Outsourcing Partners “There are approaches to ensure that customers are not going to feel that they’re talking to different companies.” —PATRICK MARTIN
(1:51 Video) How to Start Your Customer Experience Digital Transformation “Put the customer first, make them part of the discussion and try to solve that customer problem first and see how it benefits the business afterwards.” —PATRICK MARTIN
Shorts
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