The One With The (CX) Pet Shop Boys - Scott Lee Holloway, VOC Manager APS Bank (Malta) E167 CX Passport podcast

The one with the (CX) Pet Shop Boys - Scott Lee Holloway, VOC Manager APS Bank (Malta) E167

6M ago 34:42

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Rick Denton द्वारा प्रदान की गई सामग्री. एपिसोड, ग्राफिक्स और पॉडकास्ट विवरण सहित सभी पॉडकास्ट सामग्री Rick Denton या उनके पॉडकास्ट प्लेटफ़ॉर्म पार्टनर द्वारा सीधे अपलोड और प्रदान की जाती है। यदि आपको लगता है कि कोई आपकी अनुमति के बिना आपके कॉपीराइट किए गए कार्य का उपयोग कर रहा है, तो आप यहां बताई गई प्रक्रिया का पालन कर सकते हैं https://hi.player.fm/legal।

🎤🎞️MALTA Y’all!!! “The one with the (CX) Pet Shop Boys” with Scott Lee Holloway, VOC Manager APS Bank (Malta) in CX Passport Episode 167 🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:29 Pet Shops and CX Origin Stories

4:40 Bad customer experience is expensive

7:45 Overcoming skepticism about customer experience

9:20 Firefighting vs process improvement with customer experience

15:15 Approach to customer experience in Malta

17:30 1st Class Lounge

22:50 Leveraging unstructured customer data

26:20 Starting a CX team from scratch

31:14 Contact info and closing

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I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Scott LinkedIn: https://www.linkedin.com/in/scottleeholloway/

APS Website: https://www.apsbank.com.mt/

Complaints Management Forum: https://informaconnect.com/complaints-management/

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