Better Customer Interactions: New HBR Study

In this Brainfluence episode, we discuss some surprising customer experience findings from a Harvard Business Review study. Our guest, Mauro Carobene, VP and Global Head of Customer Interaction Suite at Tata Communications, sponsor of the study, joins me to share insights on how enterprises are managing and improving customer interactions today. Mauro notes that despite the high priority placed on improving customer interactions—emphasized by 94-97% of global CXOs and decision-makers—only a minority feel they are doing enough. Tune in as we explore the challenges posed by data silos, the evolving landscape of AI in customer service, and how businesses can leverage technology to provide faster, more useful interactions for their customers. He discusses the important role employee experience plays in creating positive customer interactions and highlights the transformative potential of AI and chatbots in enhancing efficiency and effectiveness.

Show notes, resources, links: https://www.rogerdooley.com/customer-interactions-hbr/ 

HBR Study: https://www.tatacommunications.com/press-release/nearly-6-10-say-their-businesses-arent-very-successful-at-consistently-delivering-positive-customer-experiences-finds-new-cx-survey/

Playlist - Full episodes: https://www.youtube.com/playlist?list=PLWpwOpolJGdKD3qDnQ6SPuXcGSI-WBo_4

Mauro Carobene is Vice President of Customer Interactions Suite at Tata Communications. He joined Tata Communications as part of the Company’s Kaleyra acquisition, where he was the Chief Business Officer. In the last 25+ years, Mauro has held a number of executive roles in the Software/Telecom Industry in companies like DigitalRoute, Comptel and Nokia. Mauro has also served on multiple boards/advisory boards as a telecom software industry expert.