Charting the Future: AI, Culture, and Leadership in Customer Service (CX Goalkeeper Podcast)

In this episode of the CX Goalkeeper Podcast, Gregorio caught up with Jeremy Watkin and they conversed on AI, Culture and Leadership in Customer Service.

The key takeaways from this episode include:

1. As a manager, one should allow for easy communication, thus listening to their team’s pain points and frustrations to foster a culture of operational efficiency.

2. All the departments in the organization should work together to provide exceptional CX to customers.

3. Continuous learning is very important in customer experience as it allows CX leaders to stay afloat with the current customer trends.

4. Emotional intelligence is an important atribute for leaders today.

5. As much as AI is important in serving customers, customers still need the human element, e.g., empathy when being served.

6. CX leaders should lead by example; thus, they should, together with their team, understand what's actually driving customer experience and work together to come up with solutions.