Talk Time with MaxContact MaxContact

In this episode of Talk Time with MaxContact, Laura Montgomerie, Head of Customer Experience at Mount Anvil, joins Sean McIver to share her playbook on leveraging data and human intuition to enhance customer journeys. They share the importance of understanding the customer journey in high-stakes industries to maximise customer satisfaction, why you have to satisfy every step of the customer journey, and how to balance data with intuition in customer experience.

Marianne Rutz, Founder and Principal Consultant at Rutz Consulting, joins Sean McIver to discuss the key to achieving true customer centricity in contact centres. They explore the evolution of customer centricity, the importance of understanding cultural nuances, and how to effectively balance automation and human touch.

Ian Golding, CEO and Founder of Customer Experience Consultancy, joins Sean McIver to shed light on the true purpose and strategy of CX management. They share why organisations must shift their strategies from product-led to experience-led, how to balance short-term ROI with long-term customer-centric growth, and the importance of mapping and measuring the customer journey.

Barry Cooper, Head of Customer Service at Moneycorp, joins Sean McIver to unveil the essence of customer experience, the role of proactive communication, and why it's vital to balance customer satisfaction and employee well-being.

Gareth Walsh, Senior Director of Customer Experience and Supply Chain Transformation at Zimmer Biomet, joins Sean McIver to unveil the importance of ensuring the right levels of customer intimacy at the appropriate phase of a customer's journey.

George Frater, Service Delivery Manager of Sensée, joins Sean McIver to shed light on the challenges and benefits of remote working, particularly in customer service. George shares insights on maintaining team cohesion and customer excellence, as well as monitoring performance metrics.