Discover the future of customer experience with Nigel Piper, as we explore how embracing customer contact can revolutionize business support systems.
Join host Lauren Wood on episode #3 of the Experts of Experience podcast as she sat down with Nigel Piper, Executive GM of Customer at Xero who oversees the customer experience of over 3.7 million subscribers worldwide.
In this episode, Nigel shares his philosophy of increasing customer contact and how this fosters unparalleled customer and employee satisfaction. He divulges the innovative use of technology like machine learning, personalized video support, and system integration at Xero that empowers both the customer and the support team.
Learn how Xero’s leadership balances the growth of their team with technological solutions, their shift from reactive to proactive customer engagement, and the exciting potential of Generative AI in revolutionizing customer service models.
Nigel also reveals his approach to leadership, focusing on future-proofing business strategies, and fostering a company culture that emphasizes employee trust and empowerment.
Watch the Full Episode on YouTube: youtube.com/@ExpertsofExperience
If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.
Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.
Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess
(00:00) Preview
(00:31) Who is Nigel Piper?
(03:41) Is Increasing Customer Contact Effective?
(05:31) Nigel’s Approach to Customer Engagement
(07:05) Exploring The Human Side of KPIs
(11:13) Personalization at Scale with Machine Learning
(17:30) Mastering Video Support
(22:53) Is AI The Future of Customer Support?
(28:12) Nigel’s Advice for CX Leaders
#33 The Power of Proximity in Enhancing Customer Experience
#32 Useful Ways To Think About The Relationship Between Customer and Employee Experience
#31 The Monumental Power of Genuine Empathy as a CX Tool
#30 What Are The Biggest CX Mistakes and How To Avoid Them
#29 How To Achieve Championship Level CX with PGA Tour Superstore's CMO
#28 AI and the Driving Experience: Enhancing EVs Through Smart Technology
#27 New Report Reveals Trends and Challenges for the Industry
#26 Secrets to Great Service at Quick-Service Restaurants
#25 How Breeze Airways is Proving You Can Create Superior Flying Experiences
#24 Customer Experience Resurgence: The MoviePass Story
#23 Building Trust in AR: Niantic's Guide to Transparent Customer Engagement
#22 Advice for Harmonizing Business-Customer Relationships
#21 Accessibility in Focus: Fable's CEO Talks Design and Impact
#20 Insights on Prioritizing Customer Experience for Sustainable Growth
#19 The Ultimate Guide to Ecommerce CX
#18 Innovation in Education: Duolingo's Approach to Immersive Learning with Megan Bednarczyk
#17 Rudi Khoury - Empower Your Team, Transform Customer Service: Fisher & Paykel's Revolutionary Approach
#16 Ethan Beute - The Heart of Customer Experience: Human Emotion and Artful Communication
#15 Jim Roth's Masterclass on Salesforce's Customer Success Strategies
#14 Chris Ho's Secret to The Art of Delegation and Customer Experience
Create your
podcast in
minutes
It is Free
The emPOWERed Half Hour
HCI Leadership Revolution
Human Capital Leadership
The Power of Music Thinking
BusinessWISE
Business Wars