Leadership
30.08.2024
Neal Dlin, Founder of Chorus Tree and the VP, Customer Service Experience…
English
Episode 15
Why Do CX Leaders Fail?
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Episode Summary
Lisa Del Fabbro, Lamour’s Customer Experience Manager, explores the evolving role of CX leaders. She highlights the importance of listening to agents, data-driven decision-making, and AI integration. She discusses how focusing on agents, data, and revenue impact can prevent CX leaders from failing, emphasizing the transformative power of a customer-centric approach to business growth.
It's crucial for CX leaders to listen to their agents and step into their roles, handling escalations and engaging in daily customer interactions. Higher-level positions may not typically require this but it's vital for the department's success.
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