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Link: PunkCX
Adrian Swinscoe’s Punk CX podcast featured John Devlin, CEO of Ascensus, discussing innovative strategies in customer service and experience. Devlin shared insights from his 25-year career, focusing on elevating customer and employee outcomes.
Key Points and Ideas
- Ascensus’ Global Reach: Ascensus, a BPO focusing on customer care, operates globally with a significant presence in Edinburgh.
- Changing Attitudes in Customer Service: Expectations for exceptional service have increased, especially post-pandemic.
- Outsourcing and BPO Industry Evolution: Outsourcing is now more accepted, with clients proudly partnering with BPO firms.
- Technological Integration in Service: Ascensus integrates technology with human talent to enhance service delivery.
- Embracing AI and Its Impacts: Ascensus is actively exploring AI’s role in customer service, noting its potential and current uncertainties.
- Client Case Study – Wex: Described a successful project with home improvement retailer Wex, focusing on kitchen and bathroom installations and improved customer experience.
- Unique Employee Roles and Engagement: Noted the creation of unique roles like “Chief Happiologist” to maintain culture and engagement.
- Local and Global Expansion Strategies: Discussed Ascensus’ approach to localizing services while expanding globally.
- Maintaining a Challenger Brand Mentality: Despite growth, Ascensus aims to retain its independent and entrepreneurial spirit.
- Innovative Approach to Employee Engagement: Encouraged listening to customer calls and employee feedback for continuous improvement.
- John Devlin’s Personal Insights: Shared personal interests and perspectives, adding a humanizing element to the discussion.
Key Statistics
- Ascensus has been in the CX industry for over 25 years.
- Growth of 25% is expected in the outsourcing sector over three years.
- John Devlin emphasized a reduction in customer complaint escalations and repeat visits in a specific case study.
Key Takeaways
- Elevating Customer Experience: A focus on enhancing customer service can significantly impact a brand’s reputation.
- Importance of Technology Integration: Effective use of technology is crucial in modern customer service.
- The Value of Human Element: Despite technological advances, the human aspect remains irreplaceable.
- Adapting to Changing Expectations: Companies must evolve with customer expectations, especially in the post-pandemic era.
- Embracing AI with Caution: While AI offers potential benefits, its impact needs careful assessment and integration.
- Cultural Significance in Customer Service: Unique roles and cultural initiatives contribute significantly to employee satisfaction and customer experience.
- Global yet Local Approach: Balancing global expansion with local engagement is key to success.
- Maintaining Agility in Growth: Even as companies grow, maintaining agility and an entrepreneurial spirit is essential.
- Listening to the Front Line: Direct feedback from employees and customers is invaluable for improvement.
- Innovation Beyond Business: The conversation highlighted the importance of personal insights and interests in shaping business perspectives.
- Customer Service as a Continuous Journey: Continuous adaptation and improvement are essential in customer service.
- Building Partnerships: Strong relationships between BPOs and clients can lead to significant improvements in service delivery.
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