Technology writer and podcaster, Gemma Milne, interviews industry thought leaders on what it takes to serve customers in an era of constant, digital connectedness.
[1:30] Every interaction is a chance to win or lose across the customer journey
[3:00] Why proactive, predictive customer service is a requirement in the TikTok era
[5:00] The creation of a number of unknowns for businesses with the rise of social media
[10:00] How to plan for the unplannable - e.g. the unexpected emergence of TikTok
[21:00] The role of cloud technology in improving customer experience
[27:00] What it means to enhance customer service
[35:00] Actionable ways to deliver exceptional customer service today