What Real Customer Conversations Taught Bill Price About CX | CX-WISE Ep.15

Many brands claim to have a deeper understanding of their customers' experience than ever before, but how can they be sure of it? In this episode of CX-Wise, thought leader Bill Price, and our host Nathan Bennett discuss the state of customer experience today and how to determine if customers are happy campers or silent sufferers.

Bill is the President of Driva Solutions, a distinguished CX veteran thriving in the industry for over 30 years and serving over 160 companies through his consultancy.

As Amazon's first Global VP of Customer Service, Bill shares his insights on the company’s ‘customer ecstasy’ culture and his real-life experience on using text analytics to enhance customer service long before AI came onto the scene.

Find out how Bill advocates for agent assist to free up frontline employees, allowing them to focus more on personalized customer interactions and less on routine tasks. Discover how AI can be used to remember and predict customer preferences to better meet their needs.

Tune in to gain CX wisdom on how modern-day customer behaviors are changing and learn how to adapt your strategies to stay ahead here: http://ms.spr.ly/6053lAXaV

0:00 Welcome note
0:25 Introduction to Bill Price
1:55 How does Bill define customer experience?
2:44 What are customer expectations?
3:08 The state of customer experience
3:59 The disconnect in CX
5:31 How to fix the gaps in CX?
10:02 Challenges of relying on average metrics in CX
12:43 How the 'Best Service is No Service' vision becomes a reality with AI
15:00 Root cause analysis for better CX
16:58 Bill’s journey at Amazon: What if AI had been there in 1999?
21:27 The significance of Agent Assist in CX
25:17 Leveraging AI to predict customer preferences
28:04 Factors that influence the propensity to complain
32:33 Bill’s worst customer experience
35:07 CX lessons from Tesla
36:20 Your chance to win a free copy of Bill’s book, “The Frictionless Organization”.

Explore real-world examples and applications of AI in CX and how to prepare for an AI-first future and tips on leveraging AI in customer service in this video: http://ms.spr.ly/6054lAXan

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At Sprinklr, our mission is to enable every organization on the planet to make their customers happier. Sprinklr is the leading enterprise company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

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