Hey CX Nation,
In this week's episode of The CXChronicles Podcast #285, we welcomed Craig Crisler, Chief Executive Officer at SupportNinja based in Austin, TX.
With 20+ years of experience in operational excellence and modern people management, Craig adopted the “be the grease, not the glue” philosophy which has proven that the best outcomes happen when we let go of the obsession with efficiency and invest in value-centric relationships instead.
Since stepping into the role of CEO at SupportNinja, it became clear to Craig that the BPO industry has so much value and potential. Yet outdated perceptions have kept the industry (and its customers) stuck, preventing the progress all customers desire and the support front line customer focused roles deserve.
In this episode, Craig and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.
**Episode #285 Highlight Reel:**
1. Focusing on the constant optimization of process to gain an edge
2. Humans must be in control of AI deployment efforts
3. Why high value customers & transactions still require A+ people
Click here to learn more about Craig
Click here to learn more about SupportNinja
Huge thanks to Craig for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future.
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