CXperts: Alexander Kvamme meets with Ben Segal, Senior Director of CX at Pair Eyewear to talk about how he is leveraging technology to meet the challenges of high-touch customer experiences and improve the efficiency and quality of customer interactions.
CXperts: Alexander Kvamme meets with Jen Burton, Head of Customer Support at Digit, to discuss a career journey to CX leadership. Including building communities, working in product, being at start-ups, and going through acquisitions, to navigating the balance of managing in-house and offshore teams.
CXperts: Alexander Kvamme meets with Diane Domeyer, SVP at Robert Half, to discuss their latest research on future-proofing your workforce, including increasing employee engagement and preventing agent burnout and turnover.
CXperts: Alexander Kvamme meets with Richard Smith, Vice President of Customer Experience at Therabody to discuss leadership, the importance of EX in CX, and how he’s planning for the holiday season.
“Using Pathlight QA has improved our agents’ engagement with and understanding of the metrics they’re measured by. It’s increased their agency because they’re more aware of and in control of their scores and feel empowered to make changes—and see results.”