The CX Factor: A Deep Dive into Customer Experience
Welcome to The CX Factor, a podcast that explores the intricacies of customer experience (CX) from the perspective of those who know it best – our customers. Join us as we interview Kerv clients, delving into their unique journeys, challenges, and triumphs in the realm of CX.
For this episode we are joined by Guardian, discussing their five star customer service and how they’re continually searching for improvements. Featuring Mike Tamblin, Front Office Manager at Guardian and Will Lusted, Senior Account Manager at Kerv.
Key highlights:
- Getting unexpected ROI from the technology and Kerv partnership
- Be risk averse with your AI
- Will there always be a need for voice channels?
Enjoyed this podcast? Listen to some more!
New Insights
What do consumers think good CX looks like?
Over 65% of consumers want to switch between channels without repeating themselves, and they value being connected straight away to the right person during an interaction.
Following surveys with 5000+ consumers and 1100+ CX leaders across multiple regions.
What customers don’t want
The inability to resolve problems on the first try and difficulty reaching a live agent are major pain points for consumers. This frustration, particularly the lack of access to human support, is the primary catalyst for customers switching brands.
In the last 12 months
The most used channels were email and live agent via phone, and the preferred channel for people is live agent via phone. With the rise of deflection and other channels such as WhatsApp, is this a surprise?
Read full findings here!
