Designing a simpler tech enable EX and CX
Ever worked in a call center? Then you know the frustration of juggling multiple systems just to help a single customer. Audrey Stone, VP at JPMorgan Chase, shares how streamlining technology and reducing friction can significantly improve both the employee and customer experience.
Instead of overwhelming employees with disconnected systems, companies should integrate tools and optimize workflows—leading to faster service, happier customers, and less burnout. Small technology fixes can make a huge impact!
Learn more about improving EX and CX in the full conversation with Matt Egol, CCXP, and Audrey Stone: • The Power of CX & Culture: Driving Growth ...
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More about Matt Egol and JourneySpark Consulting:
Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting
A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven.
Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing.
Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures.
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