Stefan Moritz: The importance of Service Design | #32
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Discussing the future of Custmer Service: Agent-centered, Data-driven and Automated
Have you heard the maxim that it costs less to retain an existing customer than to acquire a new one? It turns out that customer acquisition is just the start. The future will be all about building customer friendships that create loyalty and turn customers into advocates. In this episode, Mads Fosselius, CEO of Dixa, and Benoit Gagnon, CEO of Miuros, talk with Erik about their recent merger and what it means for the future of customer service.
Tune in for a look at how the effortless trinity of agent-centered, data-driven, and automated customer service is changing the way companies build and value customer relationships.
This episode of The Art of Customer Service covers the following
1. 00:00:00 Introduction to the topic
2. 00:03:16 How does Dixa prepare for the future of customer service?
3. 00:09:15 The Conversational Age
4. 00:16:05 Why are customer service agents currently undervalued?
5. 00:19:39 How will the industry change in the next 5 years?