Podcast ¦ CX Passport: The one with the CX maven – Sarah Hatter E224 Greatest Hits

Key Take Aways

1. The importance of asking for permission to put customers on hold, exemplified by the phrase “Are you able to hold?” which fosters thoughtfulness, choice, and consent.

2. Thoughtful language and the empowerment of customer-facing agents contribute to a culture of teamwork rather than transactional interactions.

3. Frontline experience in customer support is invaluable; lessons learned early in support roles can influence customer engagement strategies today.

4. Training quality for outsourced agents is critical; well-trained agents can elevate customer satisfaction, whereas sloppy or inauthentic training leads to frustration.

5. The industry’s evolution has led to a significant increase in offshore and outsourced customer support, often lacking adequate training and authentic engagement.

6. Faux empathy, such as scripted politeness, can hinder real customer connection; true empathy involves understanding and acting in the customer’s best interest without superficiality.

7. Customer frustration is often pre-existing before interaction, emphasising the need for seamless self-service solutions alongside human support.

8. Well-designed processes and systems, combined with agent empowerment, allow frontline staff to handle customer issues with humanity and consistency.

9. Community building within the customer experience sector is vital; Elevate CX originated from recognising the need for connection among CX professionals.

10. Live events and online community engagement support ongoing professional development, helping industry practitioners thrive amid economic and industry challenges.

11. Organised, premeditated support policies that empower agents to resolve issues without unnecessary escalation exemplify best practice for customer-centric companies.

12. Personalisation and proactive support, as demonstrated by certain D2C brands like Crew, are key to delivering superior customer experiences that foster loyalty.

Key Statistics

• Around 20% of legacy brands previously outsourced customer support, with this figure now rising to approximately 50–60%.

• Over 46 events have been organised across three countries, showcasing the scale of industry community-building efforts.

Key Discussion Points

• The significance of asking for customer permission, exemplified by the phrase “Are you able to hold?”

• The role of thoughtful language and consent in supporting a team-oriented customer interaction.

• Early support roles, such as call centre work, teach lasting lessons in customer engagement and communication.

• The impact of authentic training versus sloppy or scripted interactions from offshore agents.

• The increased trend towards offshoring and outsourcing, and the importance of proper agent training to prevent customer frustration.

• Differentiating faux empathy from genuine understanding; the need for agents to be empowered to deliver real care.

• Educating consumers about reducing support interactions through better self-service solutions.

• The influence of process design and agent empowerment on delivering consistently humane customer service.

• The origins of Elevate CX rooted in industry community needs, and the importance of peer support for CX professionals.

• The evolution from solely organising physical events to incorporating online master classes and digital content.

• Recognising the growing diverse profiles within CX, including sectors outside traditional tech or SaaS companies.

• Examples of brands exemplifying customer-first support through ingrained policies, proactive engagement, and empowered frontline staff.

Podcast Description

This podcast explores the evolving landscape of customer experience, offering insights into best practices, community-building, and strategic leadership. Featuring industry thought leaders, the programme delves into the importance of authentic engagement, proactive support, and thoughtful communication. The discussion highlights how organisational investments in training, systemic design, and employee empowerment can significantly enhance customer satisfaction and loyalty. Additionally, it emphasises the power of professional communities in fostering shared knowledge and continuous improvement within the global CX industry.