On this episode of The Bridge, I’m joined by Scott Prater, Vice President of Customer Experience Technology at Bridgepointe. We’re discussing customer experience optimization and the ongoing race to meet customer expectations.
The Bridgepointe Customer Experience team enables organizations to deliver unrivaled results across every aspect of their CX programs, including technology implementation and business process outsourcing. The team’s deep industry experience gives clients a strategic approach to optimizing business outcomes while delivering best-in-class customer experience.
During our conversation, we got into how Scott addressed some of the most challenging customer experience problems at some of the world’s most well-known brands, the importance of customer experience (CX) optimization and why it’s in the news today, the impact of CX on a brand, and so much more.
Topics covered in this episode:
- How CX has evolved due to changes in communication channels, including social media.
- Social media’s role in customer experience (CX) and its historical association with marketing departments.
- The evolution of social media from brand protection to a channel for customer care.
- The shift in approach by CX and CRM players towards incorporating various channels.
- Why having a single repository for customer journey data to improve data analytics and customer experience is important.
- The impact of the COVID-19 pandemic on customer experience.
- The transformation of contact centers to accommodate digital channels and cater to younger generations’ preferences for non-voice communication.
- The changes in the audience for customer experience technology selection.
- The importance of collaboration between IT and business stakeholders in technology decisions.
- Common mistakes made by companies when implementing customer experience technology.
- The importance of measuring the impact of technology changes on key performance indicators (KPIs) to demonstrate the value of the investment.
- The trend of generative AI and its growing popularity in customer experience discussions.
- The importance of well-informed AI implementation.
- The challenges of navigating a cluttered AI landscape with numerous companies vying for attention and making ambitious claims.
- Scott Prater’s predictions for the next 18 months.
Links for this episode:Success is a Choice by Rick Pitino
ABOUT SCOTT PRATER
Scott Prater is the Senior Vice President of Technology Solutions at BridgepointeCX, a premier provider of Client-centric, performance-based Customer Experience and Business Optimization Solutions.
As a Global Information Technology Executive, Scott brings over 35 years of experience in various roles, including 22 years working with CX technologies. During this time, his focus has been leading successful initiatives in the contact center industry where he has held numerous leadership roles in Service Delivery, Sales and Client Account Management.
Scott began his career in the space and defense industry and has brought the same focus and precision required to launch a satellite with him to successive roles in Customer Experience and IT. He has a proven track record leading and supporting transformational change in both technology and business processes and been consistently ahead of the industry curve as an agent of change. His broad vertical background includes managing Avaya’s largest ever client service delivery program for Home Depot and managing customer service technology transformation initiatives for Comcast, Moneygram, and NRG. Scott’s wide-ranging experience also includes leading the industry’s first ever large-scale hosted contact center VoIP implementation of 10,000 seats in 2002. This experience, as well as his international experience in areas such as satellite/RF communications, telecommunications, customer service and analytics, has provided him with unique knowledge and insights to solve our Client’s complex business challenges.
CONTACT SCOTT