AI is fast-tracking CX knowledge that used to take decades to learn | William Penn | Ep 51

Today William Penn, Senior Sales Engineer at Puzzel, joins the podcast to talk about his journey from Voice of the Customer into the world of CCaaS, the role of AI in enhancing agent capabilities & why understanding what customers are saying is so important. We then get to hear not one but two of his favourite customer experiences, including how a well designed support process helped him when his laptop broke & how a small moment of human interaction made him want to use a supplier again. To connect with William head to LinkedIn at - https://www.linkedin.com/in/williampenn/ To find out more about Puzzel and the services they offer head to - https://www.puzzel.com/ For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/