How technology can enable better customer outcomes

In the first of the 14th series of CX Superheroes podcasts, we welcome CEO of Helpshift, Eric Vermillion. In conversation with series host, Christopher Brooks from Lexden, the focus is on how effective tech can improve customer outcomes. Eric’s experience goes back to the start of the modern CX movement, having worked with vendors who pioneered the landscape we know today. 

From working with everyone from local retailers to global enterprises, Eric has one of the most informed perspectives on how to optimise technology to both improve the experiences customers encounter, but also the outcomes they are left with. 

We deep dive into the advancement of the gaming sector when it comes to CX, and Eric showcases some great examples others can learn from. Here’s a link to their case studies on their website too. https://www.helpshift.com/customers/. Both Christopher and Eric have worked with gaming companies and share their hands on experiences of how different the ‘player’ is when it comes to dealing with companies. 

And he explains how AI isn’t a magic wand, it’s about creating the best outcomes and then employing the tech to achieve this, rather than the other way around. And leaving the humans to deepen the relationship – a perfect mix. 

A really insightful podcast rich with ideas and tips for those looking to create better outcomes.