In this episode of Always On CX:EX, host Josh Chronister welcomes Jeff Ward, Client Director at AudioCodes, to discuss the transformative power of relationships in customer experience (CX). They explore how trust, employee engagement, and relationship-building lead to superior customer service and share actionable strategies for rebuilding trust when things go wrong.

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Best Moments:

(00:38) Introduction of Jeff Ward and the episode's focus

(01:30) Jeff's background and passion for relationship building

(03:11) How great relationships lead to serving customers well

(07:37) The connection between employee experience and customer experience

(10:50) Advice for contact center managers regarding customer interactions

(12:50) Rebuilding trust after mistakes in customer relationships

(16:57) The future of relationships in CX over the next 5 years

(20:22) Rapid-fire questions on various aspects of customer experience

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Guest Bio:

Jeff Ward is a Client Director at AudioCodes, managing 14 large enterprise customers across the East Coast in various industries. With a focus on trust, reliability, and relationship-building, Jeff is a seasoned professional in customer experience and employee engagement. His approach is informed by years of experience and a commitment to genuine care for his clients.

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Get Started with Voca CIC:

👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup

👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center