Customer service costs: what are we talking about? - E55 with Vincent Placer

The CX Goalkeeper had a smart discussion with Vincent PlacerCEO of Colorado Group and ECXO Ambassador for the French ChapterThe discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and Stitcher as well as a WEBCAST on YouTube.In this episode we discuss about:- Some insights on the ECXO- to link costs and returns early in the innovation process- investing in CX leads to return in the medium and long run- understanding the cost to serve- the 3 fields to optimize costs… and much moreHis book suggestion:- Noise; Daniel Kahneman, Olivier Sibony, Cass R. Sunstein- Introductory Statistics; Thomas H. Wonnacott, Ronald J. WonnacottVincent’s golden nugget:«Join the ECXO!»How to contact Vincent:https://www.linkedin.com/in/vincentplacer/Thank you, Vincent!Thank you, ECXO!#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #ecxo #costmanagement

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Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About Gregorio Uglioni - Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions customer experience, experience, customer service, service, transformation, cx transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, ACXS, CCXP, CXPA, employee experience, innovation, cx culture, cx design, cx architecture, service culture, people first, human being, purpose