Steve McSherry

CX Diaries - with Keith Gait

This week Sarah Hunt spoke to Steve McSherry from Daktela UK & Ireland.
Steve shares his vast amount of experience in the industry on a range of topics such as ‘pandemic recovery’ and what the key challenges are (including ‘people’, ‘technology’ and hybrid working), and his thoughts on how organisations can engage remote workers and reward performance wherever they are based.
He also goes into detail about how deploying the right technology can help manage hybrid workers effectively, including raising ‘virtual’ hands when needing help from their managers or team leaders.
He chats to us about which kinds of technology can help improve the customer experience as well as complement the human touch.
Steve brings up the benefits of Voice Bots and the growth of natural language processing, meaning you don’t necessarily have to be talking to a person to get the service you need.
He also tells us about a couple of new phrases…'CXaaS ’, and how it lends itself to how Customer experience and service is a culture within organisations, and ‘Hyper-personalisation.
Plus he shares his thoughts on Cloud based solutions and how these can help companies meet certain regulations for their industry (such as the funeral industry), and the basic things that organisations have to get right when planning their CX strategy.