In this episode, Sean Wisdom, SVP, Global Marketing at Arise, and Nate Brown, Senior Director of Customer Experience discuss the psychology of the modern consumer. What really matters to customers when it comes to creating great interactions and securing loyalty? Sean will reveal these answers and more in from our study on "The Truth About Customer Care."
Episode Summary:
The supreme importance of the "knowledge and attitude" of the agent for great interactions. What is the thing that frustrates customers the very most? How to exceed your customer's expectations. We are missing the mark when it comes to customer expectations. Methods brands can use to ensure the right resources are available at the right time. Harmonizing the digital and the human experience for best service results. Sean's view on the future of Customer Service.
Expectations of customers have elevated, so we have to as well!
Meet our participants:
Sean Wisdom, Senior Vice President of Global Marketing at Arise.
He has been a driving force in bringing cutting-edge technologies to businesses worldwide for over 20 years. With extensive experience in sales, sales management, and all facets of marketing, Sean has started successful global business solutions programs for Verizon and Dell. At Verizon, Sean started the Global Enterprise and Government division and managed all GTM activities for Emerging Technologies. At Dell, Sean led the development of the Evolving Workforce strategy which leveraged technologies across mobility, cloud, and security to enable remote work and "The Future Ready Enterprise." Most recently, Sean transformed the GTM strategy for Office Depot including segmentation, strategic messaging, and digital demand generation strategies.
Nate Brown, Senior Director of Customer Experience at Arise.
He is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. Nate currently serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.
