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Ep 28 | CX Insider: Vinay on CX in the Boardroom
Manage episode 488537117 series 3615155
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Join us for an exclusive deep dive with CX Insider Vinay Parmar, Managing Director of Customer Whisperers Ltd, as he shares invaluable insights from his journey from contact centre agent to board-level executive. Discover the stark realities of how customer experience plays out in the boardroom and learn what truly resonates with senior leadership. This episode offers a candid look at bridging the gap between sales and strategic decision-making.
Here are the key takeaways from our conversation with Vinay:
• Lived experience is incredibly valuable for leaders as it fosters empathy and enables a deeper understanding of frontline operations, helping to challenge narratives from the top.
• Customer Experience (CX) encompasses all customer touchpoints, forming collective memories that drive future decisions, extending far beyond typical customer service or contact centre metrics.
• Inconsistency in customer interactions significantly erodes trust and loyalty, impacting a brand's reputation and future business relationships.
• Boards fundamentally prioritise risk and reward, focusing on increasing revenue, reducing costs, and ensuring regulatory compliance when evaluating initiatives.
• Effective selling to the boardroom requires active listening, thorough research into specific problems, and presenting solutions with utmost simplicity, avoiding generic pitches or complex technical jargon.
If you want to find out more about Vinay or contact him, go to his website: https://customerwhisperers.com/
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