🔴 Scopri come costruire una Customer Experience di successo 👉 https://www.axelerant.it/insights/digital-experience/cx-di-successo/
In questo episodio n. 006 della rubrica Hacking Expert parliamo di un tema cruciale: la Customer Experience, e lo facciamo con Angelo Ovidi, Chief Experience Officer di Move Forward.
Scopriamo come un approccio empatico e proattivo alla gestione del supporto clienti può rivoluzionare le interazioni azienda-cliente, creando fiducia e migliorando l’esperienza utente.
Nella puntata introduciamo anche due concetti chiave della filosofia giapponese: Omoiyari e Omakase, spiegando come applicarli al customer support per creare un’esperienza cliente eccezionale.
Principali punti di discussione:
00:00 Introduzione e presentazione dell’ospite
02:03 Background e percorso di Angelo Ovidi
04:41 Il concetto di Omoyari nel customer support
05:57 Approccio proattivo e fiducia nei clienti
10:33 Customer support: migliorare la fidelizzazione
16:01 L’importanza del dialogo costante e framework operativi
27:17 Gestione delle emergenze e flessibilità nel supporto
37:23 Trasparenza e gestione dei reclami
42:23 Proattività nel supporto e aggiornamenti continui
45:12 Il concetto di Omakase e fiducia nel customer support
46:22 L’importanza dell’intelligenza emozionale nel lavoro tecnologico
Risorse citate nell’episodio:
- Omoyari: l’arte della compassione - Erin Longhurst: https://www.erinniimilonghurst.com/
🗣 HOST: Alex Pagnoni, Founder di Axelerant ed esperto di piattaforme digitali.
🗣 GUEST: Angelo Ovidi è il Chief eXperience Officer (CXO) di Move Forward e cofounder di Rubedo Data Solutions, dove si dedica a garantire interazioni positive con i clienti, rispondendo direttamente al CEO. Con oltre 30 anni di esperienza nel settore IT, Angelo ha attraversato un percorso che va dall’amministrazione di sistemi alla progettazione di data center, dall’analisi dei big data alle infrastrutture cloud. Ha guidato l’innovazione tecnologica e lo sviluppo aziendale come CTO e CEO di diverse startup emergenti, vincendo il premio Kong Innovator of the Year 2021 per la Connettività Cloud.
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