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Fireside Chat: How to Create, Deliver, and Optimize Best Customer Experiences Without the Pitfalls
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About the talk
The customer journey is no longer straightforward, as customers switch from laptop to smartwatch, app to email. They reach out to you on social media as well as the phone. Every brand is competing for customer attention, all the time. Just when you are managing to overcome the issues, COVID-19 hits the world. This special guest interview is your chance to hear, ask and gain a top CX, CS and CTO executive’s far-reaching perspective. Join us to gain a 360 perspective:
How to treat CX implementation just like a start-up: Getting key teams onboard and culture right
What are the key customer journey analytics, AI and tools to create a seamless, end to end CX
How has COVID-19 caused challenging business interruptions and how to harness digital to overcome them
Blending technology with culture, teams and multichannel, multi-national CX
00:02 Intro
00:30 Gabriele ‘G’ Masili
03:00 Successful customer experience of working in Microsoft
05:32 Cases in real-time
07:55 Organization of working
10:10 About services
11:20 Analytical cases
13:20 Engagement for sales
15:00 Immproducts support
16:32 Journey vs Analytics
19:30 Customers go back
21:10 Last question
About speakers
Gabriele “G” Masili is the VP and Chief Technology Officer (CTO) of Customer Experience & Success at Microsoft. He is responsible for Digital Customer Support, Support Tools, Support Intelligence and Insights, and leads the Digital Customer Experience Council across Microsoft. G is passionate about building diverse teams and leveraging technology to ensure inclusion and accessibility. Throughout his career, he has been an innovator and change agent, focusing on continuously improving customer satisfaction and digitally transforming the customer experience; and he has a deep understanding of AI, voice, mobile and web support technologies. G is on the advisory board for two of the major customer service industry organizations: IQPC Customer Contact Week and Frost & Sullivan Executive MindXchange. With more than 20 years of experience, G has a proven track record for designing, building and delivering world-class customer experiences serving millions of customers in more than 200 countries. He joined Microsoft in 2017 and led the end-to-end customer support experience and worldwide technical support delivery for Windows, Xbox and Surface, which included 10,000 support engineers and advocates across 40 geographies, supporting 30 languages. Prior to joining Microsoft, G built Amazon’s Customer Support organizations for Italy, Spain and The Netherlands before moving to the U.S.
View the profileJim Tincher, CCXP, is a nationally recognized customer experience expert, journey mapper, author, and speaker. His innovative CX consultancy, Heart of the Customer, helps companies of all sizes drive customer-focused change to improve loyalty and boost revenue, and his book, How Hard Is It to Be Your Customer?, is considered a must-read for CX-focused leaders.
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But now let's get ready for opening keynote. Do you know I just got some amazing content. Been looking forward to this year again. He's the vice president and PTO for customer experience in, customer success, in Microsoft, deliver, and optimize the best customer experiences without the pickles. The G. Welcome to say, it's great to meet you. Hi Jim. Thank you so much. Hope you can hear me, fine. It's so good. Rick and relaxin all by myself. I'll dream of mentioning. I'm the VP and chief technology officer for customer experience and success on
Microsoft. This is not my teams are in charge for all that digital transformation and Technology Innovation, when it comes to the different stages of the customer experience across all the segment of customers to be supporting the company. So whatever we use, we look out the that use faced or they consume face of the support face in the customer Journey. We have there to help customers digitally, and that, and that is across all segments of customer. So we're talking about consumers, gamer our partners, as well as a big Enterprise customers. All of that for
3 years, very excited and started Microsoft support, either an organization of 10,000 people across the globe are dealing with discovering different. Different support needs for several product of Microsoft and Amazon for other seven years. So we're both in Europe and in u.s. Working on the building that support experience for a like Amazon in Italy, Amazon in Spain and
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