The Top Strategic Priorities for Customer Service Leaders

CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025. 

To run through them, he's joined by:

Garry Gormley, Founder of FAB Solutions
Jeff Harling, Head of Global Digital Customer Experience at Zoom

Both share their perspectives on each of the trends, as shared below:

Priority 1 - Elevating customer satisfaction results while being stretched operationally, and reducing costs. 

Garry discusses the pressure that contact center leaders face to cut costs and shares his advice on combating that, before Jeff discusses how he's seeing Zoom Contact Center customers take on this issue and raise the customer satisfaction bar.  

Priority 2 - Gaining more of an AI education while dealing with day-to-day firefighting.

Garry stresses that every customer service leader doesn't need to be an AI expert, but they should understand where their key issues lie. They can then consider AI as a solution. Jeff gives his take, highlighting how contact centers leverage AI to overcome pressing problems.  

Priority 3 - Unlocking operational scale through intelligent automation. 

Jeff takes the reins to highlight how contact centers can scale the application of AI to avoid confining its benefits to specific teams or locations. Garry then shares more of what he's seeing out there in the field. 

Interested to learn more about the Zoom Contact Center? If so, visit: https://www.zoom.com/en/products/contact-center/

Hosted by Charlie Mitchell, Head of Publication at CX Today - Customer Experience Technology News #customerservice #customersupport #contactcenters

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00:00-00:42 Intros
00:42-08:57 Priority 1
08:57-18:02 Priority 2
18:02-25:54 Priority 3