The Anatomy of Successful CX in Contact Centres with Keith Gait

Talk Time: The Contact Centre Podcast

In this episode of Talk Time with MaxContact, Keith Gait, Chief Executive of the Customer Experience Foundation, joins Sean McIver to shed light on the differences between customer experience and service in contact centres, how to preserve and protect customer experience during financial or systemic turbulence, what makes a truly successful CX, and how to design a winning CX strategy.

Keith is a well-known figure in the customer experience industry. He has a rich background in customer success strategies, particularly in the health and transport sectors, and has previously run his own consulting firm for over seven years. Keith is recognized for his ability to foster strong, trustworthy relationships.

Keith is the author of "Definitely CX," the publisher of The CX Morning Brew, and the host of the CX Diaries podcast. His contributions have earned him significant recognition, including being named a finalist for CX Leader of the Year in 2020 by MyCustomer.com, listed among the Top 50 CX Stars in 2021 by CXM.co.uk, and ranked as one of the Top 10 Most Respected in the Industry in 2012 by CallCentreHelper.com.

To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources

• Keith Gait on LinkedIn
• Customer Experience Foundation Website
• Definitely CX Book
• The CX Morning Brew
• CX Diaries Podcast
• The Gait Post
• CXFO Roundtables and Leaders Summits

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