With a 14-year background in customer experience, Rachel leads the contact centre practise for Medallia. Rachel advises enterprises on the best approach to harness customer and agent engagement from the contact centre to tackle current challenges such as increased inbound engagement volume, self-service transformation and agent attrition. As a CX storyteller, she shows practitioners how to achieve massive gains with powerful transformation programs using customer engagement data from the contact centre ecosystem. An expert in ROI management, recommendations are built on driving the customer's critical success criteria, delivering continuous results and an agile approach to business improvement.
How self-service automation can better serve customers in a personal, yet cost-effective way?