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Empathy for the Frontline with Matt Dale
Manage episode 375161865 series 3409630
Το περιεχόμενο παρέχεται από το Neha Batra. Όλο το περιεχόμενο podcast, συμπεριλαμβανομένων των επεισοδίων, των γραφικών και των περιγραφών podcast, μεταφορτώνεται και παρέχεται απευθείας από τον Neha Batra ή τον συνεργάτη της πλατφόρμας podcast. Εάν πιστεύετε ότι κάποιος χρησιμοποιεί το έργο σας που προστατεύεται από πνευματικά δικαιώματα χωρίς την άδειά σας, μπορείτε να ακολουθήσετε τη διαδικασία που περιγράφεται εδώ https://el.player.fm/legal.
In this episode, Garima is joined by Matt Dale, Founder of Moxie CX, a CX consulting firm helping businesses improve their customer experience efforts through several offerings, including customer journey mapping, leadership coaching, renewal forecasting. Prior to this he was the Vice President of Customer Support at Renaissance Learning having held the position at Illuminate Education before it was acquired by Renaissance.
Together, they discuss the importance of empathy towards frontline CX agents, and how that can help in bridging the gap between top management and the customer’s experience; navigating difficult decisions by focusing on what is urgent and what is important; and the recent, and potential future, evolution of the customer experience industry.
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