In this episode we’re going to talk about how great companies master modern customer experiences, and to do that we brought on the Director of Operations and Customer Experience at JOANN, Drew Chamberlain. We discuss why it’s so important to have all communication channels that the customer desires to use available to them even if your company struggles with one of those channels. We also talk about AI and whether it’s something your company should integrate into your customer experience or not. Make sure you avoid tricking customers into thinking they’re chatting with a real person.

Optimising customer experiences 3:26
Helping companies be on the right channel 4:44
The best tool to use 5:54
Multi channel vs omni channel 6:45
The 360 view 8:18
Drew’s opinion on artificial intelligence 10:05
Where to start with AI 12:18

“The trick here is the channels that you optimise in, you can try to lead people to that direction, but that doesn’t mean eliminating the channels that you’re not the best at and are gonna cost you more. Maybe you focus on email or chat, but you always have to leave that other channel out there, whether it’s phone or social in case the customer wants to contact you that way.” 5:16

https://www.linkedin.com/in/drew-chamberlain-2a2a6148