Hey CX Nation,
In this week's episode of The CXChronicles Podcast #198 we welcomed Alex Ross, Chief Operating Officer at Hire Horatio CX based in New York, NY and Santo Domingo, Dominican Republic.
Hire Horatio is a next-generation and tech-enabled customer support outsourcing firm aimed at providing a reliable and trusted handpicked team to allow businesses to “do what they do best and Hire Horatio for the rest.”
Horatio partners with high-growth and innovative companies to develop their customer support strategy and provides a dedicated handpicked team to execute.
They focus on the constant balance & refinement of daily improvements on their employee experiences (check out their new campus in Santo Domingo, DR) which reflects directly in the customer experiences that they provide their customers.
In this episode, Alex and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.
**Episode #198 Highlight Reel:**
1. Leaving JP Morgan to kick-start & co-found Hire Horatio CX with friends
2. Employee experience needs to be the top priority while building your company
3. Building a modern tech company in the Dominican Republic, with ties to NYC
4. Leveraging historical data to increase sales, mitigate churn & boost retention
5. Driving agent empowerment through investments in building living playbooks
Huge thanks to Alex for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer care space into the future.
Click here to learn more about Alex Ross
Click here to learn more about Hire Horatio CX
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