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Link: PunkCX
Adrian Swinscoe's Punk CX podcast featured John Devlin, CEO of Ascensus, discussing innovative strategies in customer service and experience. Devlin shared insights from his 25-year career, focusing on elevating customer and employee outcomes.
Key Points and Ideas
Ascensus' Global Reach: Ascensus, a BPO focusing on customer care, operates globally with a significant presence in Edinburgh.
Changing Attitudes in Customer Service: Expectations for exceptional service have increased, especially post-pandemic.
Outsourcing and BPO Industry Evolution: Outsourcing is now more accepted, with clients proudly partnering with BPO firms.
Technological Integration in Service: Ascensus integrates technology with human talent to enhance service delivery.
Embracing AI and Its Impacts: Ascensus is actively exploring AI's role in customer service, noting its potential and current uncertainties.
Client Case Study - Wex: Described a successf...
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