In this episode of the Closed Loop Podcast, Ben Bax joins Darren Wake to talk about human connection in CX, and how to make it happen on the frontline.
Ben brings years of experience leading customer teams across industries, and shares real-world stories from his time consulting with a few organisations.
They cover why the best CX often comes from people who don’t sit in a contact centre, how internal language can create barriers, and why culture and empowerment matter more than process when it comes to long-term success.
If you’re looking for ways to build stronger links between your CX goals and everyday customer interactions, this conversation is full of practical ideas you can use right away.
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