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The Wisdom of the Data: How Digital CX Can Benefit from the Many
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About the talk
Phenomenal CX is one of the few remaining ways to stay competitive and keep your business afloat. Today’s “NOW Customer” is always on—through chat, messaging, email and social media. Anything short of meeting the NOW Customer where they are amounts to customer neglect and millions of dollars in missed revenue. Tune in as Simplr’s CMO Daniel Rodriguez reveals challenges and dangers that are emerging for CX professionals, and how to prevent and correct customer neglect so you can steer your company’s CX in the right direction.
00:00 Intro
00:28 Daniel Rodriguez
01:16 The Hidden Dangers
01:30 About Amazon
02:20 Research Data
05:05 About Customers
07:10 Beneath the Surface
07:50 Scenario 1
09:30 Scenario 2
10:50 Scenario 3
12:12 The Contact Center Model
17:02 Q&A
About speaker
Specialties: B2B enterprise SaaS go-to-market strategy, customer-to-product feedback, demand generation, PR, analyst relations, digital strategy (including SEO, PPC and influencer relations), content marketing, competitive analysis, operational improvements (ie churn reduction, customer segment resource targeting), ABM, employee recruiting, training and development, public speaking, brand evangelizing, energizing, GSD, institutional fundraising.
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Now, up for our next guest speaking, on the wisdom of data and how digital CS can benefit the many, I'd like to introduce you to Daniel Rodriguez the CMO of simpler and remember to post your comments in the chat window, and I will be able to collect those and ask Daniel after his speech. Daniel. Thank you for being here. This shows were Thank you so much, Dennis. Thanks everybody. All right. So as has been mentioned, I'm Daniel Rodriguez the sea Mo simpler where we are on a mission to eradicate
neglect of the now customer. I want process this presentation with a bit of a warning, cold hard truth about CX and the Staggering amount of money. We're all losing due to customer neglect. But because there's been an undeniable shift in CX in the past few years, a shift that's been accelerated by the pandemic for sure. And it's a shift that has profound implications for CX professionals who've been cast as cost center managers for far too long. Before we dive into
the discussion of the now customer and what can happen when they're neglected. I want to spend a few minutes talking about how we got into this boat in the first place. I got to start with a confession. I am so angry that Amazon Prime now exists, two years ago. I was perfectly content in waiting a couple of days for a purchase. And I felt the same way about an email to a company. About that pair of shoes. I wanted to buy or a response about a refund for an order. I didn't
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