Amazing Business Radio: Jerry Campbell

The Right Way to Measure Amazing Customer Service
How to Create an Empathetic, Omnichannel Service Experience
Shep Hyken interviews Jerry Campbell, Head of Customer Experience and Social Engagement at 7-Eleven. They discuss how to improve customer service in a rapidly changing digital world by focusing on human connection, diversity and inclusion.
Top Takeaways:
An omnichannel customer service experience is about being able to meet customers at any channel they choose and create a seamless experience for the customer between different channels.
The difference between omnichannel and multichannel is having all channels work together rather than simply having more than one channel available.
The transition between a chatbot or any AI technology should be seamless and invisible—the customer should not be able to tell when they’re talking to a bot versus an employee.
Many call centers focus on antiquated metrics that don’t ultimately best serve the customer. Focusing on resolving the customer’s issue the first time