Leading Edge NZ was invited to feature as a exemplary service experience customer at the Salesforce APAC Service Excellence Breakfast in Auckland. Two of our New Zealand leaders Courtney Miller, Head of Customer Experience and Andrew Collins, Head of ICT Sales Channels took the Auckland audience through Leading Edge’s service experience journey implementing the Service Cloud platform into the business.
Following Leading Edge’s presentation, Anouche Newman, CEO of CSIA presented a key note on the importance of the ‘human element’ in customer service in this modern world. Anouche had a few key take aways; customer service is a personal experience, it’s about passion versus process, in order to provide a good customer experience you need the right mind set; recruit for attitude, train for skill. She encouraged organisations that they need to start from their leadership teams and drive customer service culture throughout the organisation.
A panel ‘fireside chat’ concluded the event where the audience had a chance to ask questions of the presenters. The audience seemed very interested in how key performance indicators for customer service staff was managed using the service cloud platform and wanted advice for managing people’s expectations when implementing service cloud into their organisation.
For more information on Leading Edge’s Service Cloud journey see Salesforce webinar and case study.
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