When Data Meets Intuition: Perfecting the Customer Journey with Laura Montgomerie
November 15, 2023
In this episode of Talk Time with MaxContact, Laura Montgomerie, Head of Customer Experience at Mount Anvil, joins Sean McIver to share her playbook on leveraging data and human intuition to enhance customer journeys. They share the importance of understanding the customer journey in high-stakes industries to maximise customer satisfaction, why you have to satisfy every step of the customer journey, and how to balance data with intuition in customer experience.
In this episode of Talk Time with MaxContact, Laura Montgomerie, Head of Customer Experience at Mount Anvil, joins Sean McIver to share her playbook on leveraging data and human intuition to enhance customer journeys. They share the importance of understanding the customer journey in high-stakes industries to maximise customer satisfaction, why you have to satisfy every step of the customer journey, and how to balance data with intuition in customer experience.
Laura is a customer service expert with over ten years of experience in the Residential Sales Sector, including international and open market sales, build-to-rent, and affordable housing domains. Before working in the housing sector, Laura held several positions in the automotive industry. In 2022, she obtained a TC98 Granting Consent and Licences to Alter Real Estate Development from ARMA.
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
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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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