The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
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المحتوى المقدم من Tara Shankar Jana. يتم تحميل جميع محتويات البودكاست بما في ذلك الحلقات والرسومات وأوصاف البودكاست وتقديمها مباشرة بواسطة Tara Shankar Jana أو شريك منصة البودكاست الخاص بهم. إذا كنت تعتقد أن شخصًا ما يستخدم عملك المحمي بحقوق الطبع والنشر دون إذنك، فيمكنك اتباع العملية الموضحة هنا https://ar.player.fm/legal.
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The Velcro Principle: Aligning Values, Leadership, and Reputation In Customer Service with Yoram Baltinester, VP of CS at Trilogy
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Manage episode 402047456 series 3498830
المحتوى المقدم من Tara Shankar Jana. يتم تحميل جميع محتويات البودكاست بما في ذلك الحلقات والرسومات وأوصاف البودكاست وتقديمها مباشرة بواسطة Tara Shankar Jana أو شريك منصة البودكاست الخاص بهم. إذا كنت تعتقد أن شخصًا ما يستخدم عملك المحمي بحقوق الطبع والنشر دون إذنك، فيمكنك اتباع العملية الموضحة هنا https://ar.player.fm/legal.
Generative AI is taking center stage, but is your enterprise still watching from the sidelines? Come on in, and let's fix that!
Welcome to Not Another Bot: The Generative AI Show, where we unpack and help you understand the rapidly evolving space of conversational experiences and the technology behind it all. I’m your host, TJ, and today, we are pleased to welcome Yoran Baltinester, Vice President of Customer Service, at Trilogy, a SaaS platform enabling software companies to become more efficient and profitable by streamlining business processes.
Join them as they discuss the importance of a customer-centric culture and reputation management in the evolving world of conversational experiences. They also explore the impact of AI on customer support dynamics and brand reputation. Yoram's advice is encapsulated in the acronym Velcro, emphasizing the interconnectedness of values, leadership, customer experience, reputation, and market ownership.
Here are some key touchpoints that we cover in this episode:
- Yoram’s journey from an entrepreneur to an author and coach
- The relationship between customer success, support, and a brand's reputation
- The impact of AI and automation on customer support dynamics and brand reputation
- Significance of customer engagement metrics like CSAT and NPS in sculpting and preserving a brand's image
- Yoram unpacks the Velcro principle
Yoram is a customer-centric culture implementer and passionate about making Customer Success, Customer Support, and Customer Service teams, systems, and processes run better, and has successfully implemented it repeatedly at both small and large companies. His native environment is a B2B or B2C SaaS company from the early stages to series B. Yoram has over 24 years of experience in the customer service domain. He is a 2X International best-selling author and a transition coach at the Honor Foundation.
Episode Resources:
Not Another Bot: The Generative AI Show
17 حلقات
MP3•منزل الحلقة
Manage episode 402047456 series 3498830
المحتوى المقدم من Tara Shankar Jana. يتم تحميل جميع محتويات البودكاست بما في ذلك الحلقات والرسومات وأوصاف البودكاست وتقديمها مباشرة بواسطة Tara Shankar Jana أو شريك منصة البودكاست الخاص بهم. إذا كنت تعتقد أن شخصًا ما يستخدم عملك المحمي بحقوق الطبع والنشر دون إذنك، فيمكنك اتباع العملية الموضحة هنا https://ar.player.fm/legal.
Generative AI is taking center stage, but is your enterprise still watching from the sidelines? Come on in, and let's fix that!
Welcome to Not Another Bot: The Generative AI Show, where we unpack and help you understand the rapidly evolving space of conversational experiences and the technology behind it all. I’m your host, TJ, and today, we are pleased to welcome Yoran Baltinester, Vice President of Customer Service, at Trilogy, a SaaS platform enabling software companies to become more efficient and profitable by streamlining business processes.
Join them as they discuss the importance of a customer-centric culture and reputation management in the evolving world of conversational experiences. They also explore the impact of AI on customer support dynamics and brand reputation. Yoram's advice is encapsulated in the acronym Velcro, emphasizing the interconnectedness of values, leadership, customer experience, reputation, and market ownership.
Here are some key touchpoints that we cover in this episode:
- Yoram’s journey from an entrepreneur to an author and coach
- The relationship between customer success, support, and a brand's reputation
- The impact of AI and automation on customer support dynamics and brand reputation
- Significance of customer engagement metrics like CSAT and NPS in sculpting and preserving a brand's image
- Yoram unpacks the Velcro principle
Yoram is a customer-centric culture implementer and passionate about making Customer Success, Customer Support, and Customer Service teams, systems, and processes run better, and has successfully implemented it repeatedly at both small and large companies. His native environment is a B2B or B2C SaaS company from the early stages to series B. Yoram has over 24 years of experience in the customer service domain. He is a 2X International best-selling author and a transition coach at the Honor Foundation.
Episode Resources:
Not Another Bot: The Generative AI Show
17 حلقات
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