A conversation about the right sequence for scaling: first strategy and process design, followed by automation and artificial intelligence. Includes examples of operations that scaled out of control and how a well-implemented CRM enhances the customer experience.
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EPISODE 31Digitizing is not transforming. This episode identifies the most common mistakes in digital transformation processes and the proper sequence to execute them.
EPISODE 20Scaling WhatsApp customer service without losing the human touch: fast, consistent responses and proper handoffs to an agent.
EPISODE 19Guest: Ricardo Urrea
Ricardo Urrea explains how the Customer Success role evolves when AI enables the anticipation of churn risks.
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