Episode #153. Interview with Michael Clark on customer experience
from The Dynamic Leader Podcast Hosted by Shelley Flett
In this conversation Shelley delves into the pivotal connection between business and customer with a true visionary, Michael Clark. Two decades ago, Michael found himself entrusted with a contact centre blueprint, a challenge he embraced with no prior experience in the field. What transpired since, has forged his remarkable expertise spanning contact centres, customer experience, project management, technological transformation, leadership and change. Michael's profound grasp of the crossroads between leadership, customer satisfaction and employee engagement has proven invaluable. Tune in as they uncover the art of managing and influencing outcomes to meet customer needs through curiosity—a potent force that uncovers who the customer truly is, their desires, preferences and engagement patterns. They explore the intricate balance between efficient call handling and delivering quality results, all while fostering a workplace that cultivates the power of curiosity and question asking in a judgment free zone—a lesson that resonates far beyond the professional realm. Connect with Michael: https://www.linkedin.com/in/mclarkcxtt/ Connect with Shelley: https://www.linkedin.com/in/shelleyflett/ Work with Shelley: https://shelleyflett.com
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