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 Experience clients, delving into their unique journeys, challenges, and triumphs in the realm of CX.
For this episode we are joined by Walsall Council, discussing their goal to provide the best resident experience by utilising digital and AI. Featuring Kiran Grewal-Lehal, Customer Delivery Manager at Walsall.
Key highlights:
- About their transformation and winning the Most Improved Council award
- Giving residents the best possible experience
- What’s improved?
- Implementing change with your agents (not to them)
- Buy Genesys to save money!
- What will 2025 bring?
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