Access the full podcast series here Welcome to CX Diaries! In this episode, host interviews Helen Junie, also known as "Complaining Cow," a trusted consumer champion and expert in customer service. They discuss the importance of consumer rights, the pressing issues in different sectors, the impact of digital transformation on consumer protections, and the role of advocacy groups in shaping policies. They also explore how businesses can balance profit-making with ethical practices and respect for consumer rights. Overall, the podcast highlights the need for businesses to prioritize customer service and understanding consumer rights. Key Points: Consumer rights are there to protect customers in case anything goes wrong. Energy and telecom sectors are known for poor customer service. Many companies take advantage of consumers' lack of knowledge about their rights. Complaints and poor service should not be seen as a cost of doing business; improving customer...
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