Ty Givens is the Founder and CEO of CX Collective, which provides advisory and implementation services for building and scaling customer experience (CX) operations. With over 20 years of CX experience for Fortune 500 companies and startups, she creates and optimizes processes and workflows and measures and improves key CX metrics. Ty and her team are certified to partner with leading CRM platforms like Zendesk.

In this episode:

Many businesses aren’t consistent with their policies and expectations, causing confusion among employees and reducing the quality of customer experiences. This often occurs when companies don’t document or update their processes regularly. How can you create a reliable and branded customer experience?

As a CX strategist, Ty Givens understands how to transform and scale customer experiences. Her proprietary process involves humanizing your brand, establishing and communicating clear policies, outlining and documenting processes, and selecting customer relationship management (CRM) tools. Your policies should be stated and enforced using your brand voice to foster respect among customers. Documenting procedures allows you to forecast potential policy push-backs and evaluate customer loyalty standards. Ty recommends acquiring a certified partner to equip you with the appropriate tools. 

On this episode of Systems Simplified, Ty Givens, the Founder and CEO of CX Collective, joins Adi Klevit to share her process for boosting the customer experience. Ty explains the key elements of the customer experience, why companies should communicate expectations, and how to manage inventory during the holidays.