Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast Chad is talking with Joseph Ansanelli, a Partner at Greylock and the CEO at Gladly, a company who is reinventing customer service to put people back at the heart of it. In this discussion Joseph shares insights on the challenges of creating a personalized customer experience, the future of PCE in CX and our need for action as CX Leaders.

 In this episode, Chad and Joseph discuss:

• The problem with tickets and case numbers in the CX experience
• The explosion of messaging app support and consumer expectation
• How JetBlue is effectively leveraging Gladly to improve the CX experience for their consumers
• How to battle the Amazon effect with customer service
• Current trends in CX and their long term viability

 

Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!