Nerys Corfield - Injection Consulting - What's Going Wrong With Digital CX?

Nerys Corfield is the founder and director of Injection Consulting. She is based in South Wales, close to Newport. Nerys posted on LinkedIn recently about how a retail bank is using digital non-voice customer service channels - it wasn't a compliment. Peter called Nerys to discuss why so many organisations are getting voice right, but are not paying attention to chat, email, and texting... why are so many companies dropping the ball when it comes to digital channels? https://www.linkedin.com/in/neryscorfield/ https://www.injectionconsulting.co.uk/

Om Podcasten

CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.