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Chatbots are getting better at helping customers with specific inquiries, leaving agents free to deal with more complex requests, writes Duncan Jeffries
Employee Happiness = Customer Satisfaction
By Jeff Koyen
When your employees feel the love, so will your customers and it all starts with a great experience at work.
There’s an old cliché in business: The customer is always right. But increasingly, business leaders are learning instead that, to create a positive customer experience, it’s sometimes the employees who should come first.
Great employee experiences are at the heart of great customer service.
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“More leaders are coming to understand the link between great employee experiences and driving customer satisfaction,” says Jen Stroud, principal employee experience strategist at ServiceNow.
Stroud works with business leaders to help them reimagine the employee experience (EX) and drive better business outcomes through positive customer experiences (CX). Stroud’s colleague Ian Ashby works the other side of the equation. As principal strategist for customer service, he’s witnessed first-hand the power of happ
Anglo American plc ( Anglo American ) announces that Hilary Maxson will join the Board as a non-executive director and member of the Audit Committee, with effect from 1 June 2021, and that Jim Rutherford will retire as a non-executive director with effect from 31 December 2020.
Stuart Chambers, Chairman of Anglo American, said: Hilary Maxson brings a combination of experience that aligns well with our business, spanning finance, the capital markets, energy and technology, gained across her executive career in the US, Europe, Africa and Asia. I look forward to welcoming Hilary to Anglo American s Board.
We are extremely grateful for the breadth of Jim Rutherford s contribution over the last seven years. His career-long understanding of the capital markets and perspectives on the mining industry, combined with his deep commitment to sustainability and his drive to see mining recognised for the good that it does, have added valuable insights to Anglo American s Board dis
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