The one with the (CX) Pet Shop Boys - Scott Lee Holloway, VOC Manager APS Bank (Malta) E167
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🎤🎞️MALTA Y’all!!! “The one with the (CX) Pet Shop Boys” with Scott Lee Holloway, VOC Manager APS Bank (Malta) in CX Passport Episode 167 🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:29 Pet Shops and CX Origin Stories
4:40 Bad customer experience is expensive
7:45 Overcoming skepticism about customer experience
9:20 Firefighting vs process improvement with customer experience
15:15 Approach to customer experience in Malta
17:30 1st Class Lounge
22:50 Leveraging unstructured customer data
26:20 Starting a CX team from scratch
31:14 Contact info and closing
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I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
Scott LinkedIn: https://www.linkedin.com/in/scottleeholloway/
APS Website: https://www.apsbank.com.mt/
Complaints Management Forum: https://informaconnect.com/complaints-management/
187 episódios