In this episode, Paul and Mike are joined by Cindy Garrett, a director in our Customer Experience practice who helps organizations optimize their customer service operations. She discusses what companies should and should not be doing in response to COVID-19 to meet new customer needs by adapting their service operations while also containing costs, including: - Focusing on customers and employees as people - Increasing transparency and personalization of communication - Creatively and rapidly innovating on their service delivery model - Empowering employees to make decisions to meet their customers’ needs
For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information:
WMP's Customer Experience Offerings
Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:
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