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The Economics of Customer Service. Insights From Seán Keane
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Episode 33: We continue our series of episodes focused on answering the critical question –What Is the State of Customer Experience Today?
As 81% of the UK's economic output comes from the service industry, understanding how to improve customer experience has never been more important. We will be asking guests for their perspectives on the following questions:
What's the state of customer experience?
Why do you think that?
Who provides a good customer experience?
How would you improve the customers' experience?
We are lucky to have insights on these questions from Sean Keane who has led, grown and sold CX technology and consulting businesses, and has a strong background in Op Model design, technology and process. He’s led complex programmes and teams for companies like Davies Group, Ember and Capgemini on behalf of brands like RSA, Tesco, BUPA, The British Council, Thames Water, Disney Channel and HMRC.
With all of that experience he's definitely worth listening to!
Sean has recently set up a consultancy to help organisations lower costs via smart service design. Follow this link for more information
Service Economics (service-economics.com)
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