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The Business Truth

 - Episode 15

The new customer experience

Gabriele Masili

Episode Summary:

Customer experience is defined by the interactions and exchanges your customer has with your business throughout the entire customer journey. To ensure all interactions that the customer has with your business are positive, at BetterTech we chat with Gabriele Masili, Vice President and Chief Technology Officer for Microsoft’s Customer Experience and Success division. Gabriele talks about the ideal customer experience framework, and in what ways these technology transitions and virtual agents can enhance the experience for customers as well as employers.

Show Notes:

1. Customer experience is directly connected to brand loyalty. It drives internal revenues, consumption and retention because it helps the customers to have a good feeling about the product or service while interacting. 

2. Three key components of customer experience framework from the support angle are “empower me” (let me do things on my convenience, help myself), “help me” (bring your expertise and help me directly) and “advise me” (guide me to have maximum out of my investment).

3. These three notions empower me, help me, advise me, enable people to have a good customer experiences and allows companies to pay attention to diversity and inclusion in order to create a variety of experiences to match their customers. 

4. Virtual agents have evolved over the years that have alleviated customer frustration.They are very much upfront about being VAs that are intended to help. Customers are preferring conversations & requests being handled by these virtual agents digitally instead of with humans. 

This episode is hosted by Umair Javed, Founder & CEO, Tkxel

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