Breaking Down True Customer Centricity in Contact Centres with Marianne Rutz
November 1, 2023
Marianne Rutz, Founder and Principal Consultant at Rutz Consulting, joins Sean McIver to discuss the key to achieving true customer centricity in contact centres. They explore the evolution of customer centricity, the importance of understanding cultural nuances, and how to effectively balance automation and human touch.
Marianne Rutz, Founder and Principal Consultant at Rutz Consulting, joins Sean McIver to discuss the key to achieving true customer centricity in contact centres. They explore the evolution of customer centricity, the importance of understanding cultural nuances, and how to effectively balance automation and human touch.
Marianne has a rich 21-year history of helping multilingual contact centre operations across diverse industries, from banking to fintech and travel. She is recognised as one of Europe's top specialists in transforming contact centres from cost burdens to profit generators.
Some notable giants Marianne has collaborated with include Santander, Hertz, Lexmark, Ralph Lauren, Thomas Cook, Signify, Expedia, Paypal, and Photobox. She is also the host of The Operational Excellence Show, and Chief Executive Officer at Ethical Maintenance. Before that, Marianne was Operations Director of Customer Management at Capita and Head of Multilingual Services at Webhelp UK.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
- Marianne Rutz’s Website
- Marianne Rutz on LinkedIn
- Marianne Rutz on Twitter
- Marianne Rutz on Instagram
- Marianne Rutz on Facebook
- The Operational Excellence Show
- Ethical Maintenance Website
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Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
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