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Mercer Smith on Building Support Teams with Heart and Strategy
Manage episode 501389675 series 3677904
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In this episode, I dive into the journey of building customer support teams and the importance of human connection in the age of AI with Mercer. Through personal stories and professional insights, we explore what makes support teams truly effective and how leaders can navigate the changing landscape of customer experience.
If you're working in customer experience, remember that technology should enhance human connection, not replace it. Keep fighting for the value of human interaction in your organization!
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Chapters
1. Early Days in Tech Support (00:00:00)
2. Career Path and Building Support Teams (00:09:42)
3. Leadership Philosophy and Hiring Approach (00:17:47)
4. The Evolution of Support Roles with AI (00:25:29)
5. Customer Experience Economics (00:34:12)
6. The Value of Human Connection (00:42:36)
3 episodes
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