In this episode, I interview Tom Cates, founder and president of The Brookside Group and Encompass CX. The discussion centers on customer experience (CX) and the impact of artificial intelligence (AI) on it.
Tom, with nearly 30 years of expertise in customer retention and loyalty, explains that CX is shaped by all customer interactions and their comparisons with competitors. He emphasizes the importance of perception, managing customer expectations, and becoming a trusted advisor. Tom also discusses how AI can enhance customer interactions, providing deeper insights for sales teams to improve customer relationships and loyalty.
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Learn more about the host, Sonal Chandler.
Learn more about our guest, Tom Cates. Encompass-CX.