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Cost Vs Value - Rick Denton
Manage episode 467284098 series 3582824
Irina Hollatz에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Irina Hollatz 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
When does customer experience actually drive value, and when is it just an expensive vanity metric?
In this episode of WFM Unfiltered, we’re joined by Rick Denton, a seasoned expert in customer experience, to dissect one of the most controversial topics in contact centers: Is customer service a cost or a value driver?
With decades of experience in operational excellence, customer advocacy, and brand strategy, Rick brings a no-nonsense take on how businesses should really measure customer experience. Forget the fluffy feel-good metrics—this conversation is about hard ROI, brand loyalty, and the real impact of AI in contact centers.
🔥 Inside this episode, we break down:
- The dangerous myth of cost-cutting in customer service
- Why AI isn’t the magic bullet companies want it to be (and how it can help)
- How your support team can either enhance or destroy your brand’s promise
- What leadership gets wrong about “customer experience”—and how to fix it
For anyone in WFM, customer service, or leadership, this episode delivers brutal truths about budgeting, branding, and business survival. If you’ve ever felt frustrated by leadership's obsession with cutting costs at the expense of service, this episode is for you.
Watch now and level up your CX game!
🔔 Subscribe to WFM Unfiltered: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1
🎙️ Check out Rick Denton’s podcasts:
CX Passport: https://www.youtube.com/@cxpassport
The Loud Quiet: https://www.youtube.com/@TheLoudQuiet
📢 Show Links:
• RightWFM website: www.rightwfm.com
• Email: [email protected]
• Podcast email: [email protected]
• Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share
• YouTube Channel: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1
Thanks for listening.
If you'd like to contact me about the show, you can email me HERE.
If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE.
Please remember to subscribe and leave a review of you've enjoyed the show!
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