Tending to the needs of the customer through Customer Service with AmerisouceBergen’s VP of Customer Operations, Devetta James

Every customer is different and has different needs. As VP of
Customer Operations at AmerisourceBergen, Devetta James knows
this and works to implement systems that are personalized to
those various needs. In this episode, she also talks about
listening to the customer’s voice, implementing operational
changes, and much more. 


3 Takeaways:



It's important to remember that every decision that gets
made may not be the right decision for every customer and the
job of the CXO is to decide what is best for the majority of
their customers.


The job of a CX leader is to fix a problem before the
customer has told you how they want it fixed.


In order to have a great customer experience, you need to
make sure that everyone on your team has bought into your CX
vision, and having open discussions with them about their
client conversations is one way to get everyone on the same
page.



Key Quotes:



“It can never be black and white with the customer because
every customer is different, But in theory, the process of what
we need to understand is the same. So we make sure that we
address those different themes with all the customers to
understand their translation.”


“If a customer says something on a survey, we do a query for
all of our calls to see if it's a theme, and if we see things
in our calls, we then do a survey to the customer to get a
better understanding of what that means to them.”


"You not only need to understand the persona of your
customer, you need to translate that into how you operate for
those personas."



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.


Bio:


With over 20 years of experience in healthcare operations,
Devetta James offers a unique blend of leadership, vision,
and knowledge. She is the Senior Vice President of Customer
Operations for AmerisourceBergen and her vision is to provide
exceptional experiences through integrated service and
support.


 


Devetta has been with AmerisourceBergen since 2006 and has a
passion for connecting people, process, and technology.
Devetta currently leads the customer service, customer
integration and data management, customer platform support,
clinical account services, and account experience and
commercial analytics teams.


 


In addition to her role as a leader, Devetta is one of the
founding members of the Black Leadership Council now known as
BOND, Black Organization for Network and Development, an Employee
Resource Group at AmerisourceBergen. She is on the board of
Imagine Well, a non-profit organization whose goal is to educate
and empower its clients in their respective fields to refine
their focus and production output within the community and Camp
Summit, a non-profit whose mission is to provide barrier-free
outdoor experiences that promote personal growth and foster
independence for children and adults with disabilities.


 


Devetta holds a Master of Science in training and development
from Amberton University and a Bachelor of Science in business
administration from Northwood University. In her spare time, she
enjoys spending time with her husband, family, and
friends, catching a good movie, and listening to great
music