Episode 15

Why Do CX Leaders Fail?

17.06.2024

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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.

Steven MacDonald Podcast Host

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Video's length

[1:57]
Introduction to Lisa Del Fabbro
[23:19]
Full Podcast Episode
[04:01]
Why Do CX Leaders Fail?
[04:23]
Proactive engagement with customers
[04:13]
Key KPIs to track revenue
[03:05]
Will AI replace live agents?
[02:08]
Key Takeaways

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.

Lisa Del Fabbro Customer Experience Manager of Lamour

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