Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect.
Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.
All content for CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers is the property of NICE and is served directly from their servers
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Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect.
Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.
Mastering the Customer Journey: From Experience to Advocacy
On this episode, Amelia welcomes Kristi Faltorusso, Chief Customer Officer of ClientSuccess. Kristi and Amelia discuss the following topics:
- The differences and overlap between Customer Success and Customer Experience.
- Kristi’s experience, first in digital marketing and then a transition to CX for hypergrowth B2B SaaS companies.
- Every company is different and building a Customer Success system is not “one size fits all.”
- Customer Success is about your customer’s ability to realize their goals through your product or services.
- All the touchpoints that contribute to Customer Experience.
- The perceived value of products and services varies by company and individual customer.
- Using AI and machine learning platforms while still keeping the experience human.
- Where the Customer Success role starts and where the CX role starts.
- Making sure a customer lifecycle or journey is being executed the way it was designed.
- Milestones to measure the success in the Customer Experience.
Kristi Faltorusso - https://www.linkedin.com/in/kristiserrano/
ClientSuccess - https://www.linkedin.com/company/clientsuccess/
This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.
#CXO #CX #ContactCenter #CustomerService #CustomerExperience
Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect.
Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.
