The Petrova Experience
JULY 15, 2021
Before we address how to build customer-centric culture , let’s examine the terminology: what culture is and what it is not. What leaderships says on stage at a company offsite is just the first step of building customer-centric culture. What is Customer-Centric Culture? Co-create with Employees.
Customer Relationship Metrics
JULY 26, 2017
While technology may have helped to automate these practices, the constructs are relatively the same. And it sets agents up to fail in a customer-centric world. The knowledge gained from customers must be the primary driver for your performance measurement and the employee development actions that take place.
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The Petrova Experience
JUNE 8, 2023
Extend the Customer Journey Let’s analyze this in practice, using a restaurant customer as our example. Customer-centric leaders in this space create digital, in-person, phone, and other experiences that make the reservation process easy, pleasant, and branded. As well they should. And ChatGPT helps there, too.
NobelBiz
MARCH 26, 2024
While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. These components work together to create a cohesive, automated customer service ecosystem.
The Petrova Experience
APRIL 4, 2023
Find a way to include AI in your customer experience. But, as with all technology tools (and make no mistake, AI is exactly that, a technology tool), do not add AI to your stack just to add it. Fold tools like OpenAI into your customer experience strategy in a way that reaffirms your commitment to customer centricity.
The Petrova Experience
FEBRUARY 20, 2024
A capability that needs to be developed in customer-centric use cases. Use AI to create a new product , end-user experience, and customer outcomes. Match those challenges with the capabilities of AI to determine what problems this new technology can solve. But the technology cannot do that on its own.
NobelBiz
APRIL 18, 2023
In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. Incorporating advanced technology into your call center can significantly boost productivity and efficiency.
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