• How Customer-Focused Leadership, AI, and Change Management Drive Contact Center Success

  • Oct 29 2024
  • Length: 30 mins
  • Podcast

How Customer-Focused Leadership, AI, and Change Management Drive Contact Center Success

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  • Summary

  • This week on The Modern Customer Podcast, Michele Crocker shares her insights on transforming contact centers through customer-focused leadership, AI, and change management.

    She dives into actionable strategies for aligning people, processes, and technology to create high-performing, customer-centric operations. Michele also explains how successful AI implementation hinges on effective change management, ensuring smoother transitions and delivering measurable results for contact centers.

    Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
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