Global Customer Service Leader
Dun & Bradstreet
Design Thinking, through not a “new” concept, is new to customer experience leaders and certainly new to legacy, enterprise organizations. Engaging stakeholders in the Design Thinking mindset can be an uphill challenge since the concept is disruptive to typical ways of working. Hear from Kathleen Antinello, Dun & Bradstreet’s Head of Customer Service & Technical Support, about how an organization with a 150+ year history has engaged stakeholders and begun to integrate the Design Thinking mindset into their operating model.
Contact center leaders are constantly faced with the seemingly competing priorities of improving key Customer performance metrics (CSAT, NPS, Effort) and also raising agent productivity to keep costs in check. What if there was an area of opportunity that produced a Win-Win outcome on both sides? The ever growing complexity of systems and applications that agents need to do their jobs successfully is that rare opportunity.
In this interview, CCW Principal Analyst Brian Cantor speaks with Dun & Bradstreet’s Brad Nichols on how to think differently about leveraging CX tools in assessing the Agent Experience specifically as it relates to the complexity and proliferation of technology systems to drive gains in both productivity and the Customer’s Experience.