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Customer Driven with Chad McDaniel

Dec 13, 2018

Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast Chad is talking with Joseph Ansanelli, a Partner at Greylock and the CEO at Gladly, a company who is reinventing customer service to put people back at the heart of it. In this discussion Joseph shares insights on the challenges of creating a personalized customer experience, the future of PCE in CX and our need for action as CX Leaders.

 In this episode, Chad and Joseph discuss:

  • The problem with tickets and case numbers in the CX experience
  • The explosion of messaging app support and consumer expectation
  • How JetBlue is effectively leveraging Gladly to improve the CX experience for their consumers
  • How to battle the Amazon effect with customer service
  • Current trends in CX and their long term viability


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