Hey CX Nation,
In this week's episode of The CXChronicles Podcast #194 we welcomed Emily Gray, Chief Customer Officer at Playvox based in Sunnyvale, California.
Playvox's powerfully simple workforce engagement management (WEM) solutions transform customer care. The team behind Playvox understands that exceptional employee engagement produces extraordinary customer experiences, and they love creating tools that help their customers unlock the full potential in every employee and every interaction.
Playvox powers the world's fastest-growing brands. Their agent-empowering suite of workforce management, quality assurance, performance, learning, customer AI, and gamification lives seamlessly in the modern support operations ecosystem with tools like Amazon Connect, Salesforce, Slack, ServiceNow, and Zendesk.
In this episode, Emily and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.
**Episode #194 Highlight Reel:**
1. Building customer success teams & new customer facing roles as you scale
2. Taking your customer stories (wins/losses) straight to your all-hands meetings
3. Creating focus around guiding your customers & users early in their journey
4. Asking the right questions to your customers & employees
5. Leveraging customer feedback + thinking about how to segment it accordingly
Huge thanks to Emily for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer and learning experience space into the future.
Click here to learn more about Emily Gray
Click here to learn more about Playvox
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Also grab a copy of my book “The Four CX Pillars To Grow Your Business Now” available on Amazon or the CXC website.
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Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!