Convincing Customers to Take the Plunge into New Tech with Toby Thorne, Head of Customer Care at bp pulse

This episode features an interview with Toby Thorne, Head of
Customer Care at bp pulse.  In this episode, Toby talks
about how social media has put the pressure on to create a
flawless customer experience, translating feedback into insights
and action items, and managing customer hesitancy on adopting new
technologies.


Quotes


*“I think customer service is quite an old fashioned term these
days. It's got connotations of being very reactive, and really
acting or servicing customers when they contact you. And
customers generally contact business when something goes wrong. I
think customer experience is more focused on that whole
end-to-end customer journey. So every touch point with the
customer needs to be slick. It needs to be easy, enjoyable where
possible. And I think that's the key difference. It's not just
waiting for customers to contact you. It's focusing on every
customer interaction.”


Time Stamps


*[6:55] The difference between customer service and customer
experience


*[15:33] Tracking changes in customer needs


*[16:03] Helping build customer confidence in new tech


*[22:46] Finding the customer-centric data after a digital
transformation


*[24:46] How to turn data into action items


*[26:12] Streamline CX through data


*[31:50] The effect of social media on consumer expectations


*[37:22] Automation and the future of CX


Bio


Toby Thorne is a customer care professional with years of
experience within the automotive and retail industry, including
managerial roles in financial services, customer care and head
office. He has extensive experience within various brand/managing
director’s executive teams. He is a natural leader with a
customer centric approach, skilled in operational management,
process optimisation and stakeholder management.


Thank you to our friends


This episode is brought to you by IBM. If you are responsible
for Customer Experience, they've created a White Paper just for
you. In the CX North Star Report, you can learn more about how to
activate your CX vision. Download it here


Links:


Connect with Toby on LinkedIn


Check out bp pulse on their website


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