The CX Files
Investigating the mysteries and sharing the secrets of great customer experience with industry leaders that have seen it and done it.
The CX Files
The CX Files #23 - Gina Williams
Learn in this video: The "Tamagotchi" AI Philosophy: Why treating your AI like a digital pet is the key to winning results.
- How to turn a "Me + 3" headcount constraint into your biggest competitive advantage.
- Why turning phone support back ON actually increased efficiency (despite being 60% of volume).
- How to empower agents to think like business owners and resolve issues without constant escalation.
Gina Williams is the Director of Customer Experience at Midland Radio Corporation. With a background spanning retail, tech, and geospatial industries, Gina calls herself the "accidental businesswoman." She is an expert in leading lean, high-performing teams and leveraging data storytelling to earn CX a seat at the revenue table.
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