ABOUT THE GUEST
This episode features an interview with Toby Thorne, Head of Customer Care at bp pulse. In this episode, Toby talks about how social media has put the pressure on to create a flawless customer experience, translating feedback into insights and action items, and managing customer hesitancy on adopting new technologies.
“I think customer service is quite an old fashioned term these days. It’s got connotations of being very reactive, and really acting or servicing customers when they contact you. And customers generally contact business when something goes wrong. I think customer experience is more focused on that whole end-to-end customer journey. So every touch point with the customer needs to be slick. It needs to be easy, enjoyable where possible. And I think that’s the key difference. It’s not just waiting for customers to contact you. It’s focusing on every customer interaction.”
*[6:55] The difference between customer service and customer experience
*[15:33] Tracking changes in customer needs
*[16:03] Helping build customer confidence in new tech
*[22:46] Finding the customer-centric data after a digital transformation
*[24:46] How to turn data into action items
*[26:12] Streamline CX through data
*[31:50] The affect of social media on consumer expectations
*[37:22] Automation and the future of CX
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This episode is brought to you by IBM. If you are responsible for Customer Experience, they’ve created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.