Mystery Shopping Agency’s Post

Explore the future of customer care in this 🔖 thought-provoking Ziarul BURSA article. 💞 Madalina Vilau - our “Leadership with Kindness” Ambassador, CX Advisor, and Marketing Insiders Group Managing Partner, summarizes this year’s paradigm-shifting CUSTOMER CARE CONFERENCE & EXPO experience: "Globally, 90% of companies rely in some way on frontline employees, all while CEOs spend only 3% of their time engaging with them. 8 out of 10 frontline customer-contact employees resign due to unmet emotional needs. Romania has some of the world's most talented and efficient customer experience specialists - from top to bottom. This year's Romanian Contact Center Awards edition was about their extraordinary passion and exceptional results - about effective leadership in uncertain times and identifying practical tools to support CX teams in their day-to-day challenges through organizational culture, innovation, and wellbeing programs. People are fundamentally good if we give them the space to be, whether talking about customers or customer service agents." 💡80% of CEOs claim #Empathy and leadership culture are vital to business success. Automation and empathy have become interdependent in CX for driving outstanding performance and long-term customer loyalty. Artificial intelligence is now taking over multiple tasks from agents and increasing interaction efficiency by around 35%. From a financial perspective, every dollar invested in AI generates an average ROI of $3.5. Over 67000 AI-startups have been founded in the last 10 years, the generative AI revolution is unstoppable. The strategic challenge of the moment is maximizing technology to improve the lives of both customers and employees. 📰 Read the full media article and discover this year’s Romanian Contact Center Awards 🏆WINNERS via ➡️ https://lnkd.in/dV9r9BP7. More conference info is available at https://customers.ro/. #CustomerCareConferenceAndExpo #RomanianContactCenterAwards #CustomerCareLeaders #FutureOfCustomerCare #AI  #CustomerExperience #CXLeaders #RCCAwinners