Episode 59 - Morris Pentel, Employee, Patient and Customer Experience Design and Engineering, Principle Consultant Customer Success Director Sentient Machines EX, CX, PX, TX

Welcome to the latest episode of The Impact Room! Today, we are thrilled to have Morris Pentel with us. Many of you may already be familiar with him as one of the Pioneers of customer experience. Morris has been at the forefront of contact centre technology since the 1980s, guiding organizations through the evolution of customer service and experience. In this episode, Morris will share his insights on the current state of customer experience (CX) and its integration with other critical areas like employee and patient and customer experience. We'll delve into the challenges organisations face in bridging the gap between customer expectations and service delivery, and discuss the vital role of analytics in understanding customer interactions. Join us as we explore how to harness the power of behavioural science, technology and the advancements of AI to improve customer experiences and what it means for the future of service excellence. Let's jump in!   If you would prefer to watch this episode you can do that here.  The Impact Room Podcast from Douglas Jackson– Where exceptional, diverse and impactful leadership and wisdom is shared...