What Is the State of Customer Experience Today?

Episode 25 of the A Job Done Well - Making Work Better podcast, hosted by Jimmy Barber and James Lawther, titled "What Is the State of Customer Experience Today?" was published on April 30, 2024 and runs 29 minutes.

April 30, 2024 ·29m · A Job Done Well - Making Work Better

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Summary

Episode 25: Today, we start a series of episodes focused on answering the critical question –What Is the State of Customer Experience Today? As 81% of the UK's economic output comes from the service industry, understanding how to improve customer experience has never been more important. Every few weeks, we will be asking guests for their perspectives on the following questions: What's the state of customer experience? Why do you think that? Who provides a...

Episode Description

Episode 25: Today, we start a series of episodes focused on answering the critical question –What Is the State of Customer Experience Today?

As 81% of the UK's economic output comes from the service industry, understanding how to improve customer experience has never been more important. Every few weeks, we will be asking guests for their perspectives on the following questions:

What's the state of customer experience?
Why do you think that?
Who provides a good customer experience?
How would you improve the customers' experience?

To kick things off, we will give our perspectives on these questions. Unsurprisingly, we don't always agree.

This series will provide engaging, entertaining discussions and helpful insights that you can use to improve your performance and enjoyment of work.

Please let us know what you think by contacting [email protected] or [email protected]

Useful links

UK Customer Satisfaction Index (UKCSI) ⋆ Institute of Customer Service

What do customers want from contact centers | McKinsey

Poor customer service costs UK firms billions – so why can’t they get it right? | Consumer affairs | The Guardian

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