Nigel Piper is the Executive General Manager of Customer at Xero.

He's been responsible for architecting and building Xero's support model during the company's hypergrowth over the past 9 years, going from 100,000 customers to more than 2.7 million.

Today, he shares how he reinvented his contact centres to create outrageously great customer experience, and how you can do the same.

You'll Learn:

• How Nigel is allergic to inbound voice, but loves outbound voice, and the advantage to customers (03:51).

• How Xero's hypergrowth has forced Nigel to think differently about customer support (04:51).

• The 'cart before the horse' technology problem which Nigel sees companies make, and what to do about it (07:38).

• Why Nigel wants to increase customer contacts (beyond organisational growth), not decrease them. Although counter-intuitive, it's very clever (08:15).

• The exact parts of Xero's people culture which enables their CX offices to deal with exponential growth in customer contacts (10:53).

• How Xero's world-class content, education and help platform gives customers exactly what they need, when they need it. It's created extremely high NPS, and massively cut down on the number of cases raised (12:23).

• Xero's customer service workflow that allows for hypergrowth (13:42).

• The advantages of Xero's open and transparent culture (16:59).

• The values Nigel believes are key to creating great customer support experiences (18:01).

• The trend Nigel sees in how customers expect to be helped, which is only getting bigger (19:01).

Full show notes: https://bravatrak.com/nigel-piper-podcast

Connect with Nigel on LinkedIn: https://www.linkedin.com/in/nigepipes/

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