Ep.67: CCW Live Interview

Live from CCW:  Brian Court of Intralinks and Alton Harewood of 8x8 debunk the idea that customer centricity and cost consciousness are opposing forces.  Bad customer service processes and systems, it turns out, actually cost money.  Investing in a great customer experience can thus prove very fruitful...very quickly.  If, it should be noted, the investments are done correctly.  Organizations cannot recklessly throw money at systems and processes; they must think about what matters to the business, its executives, its agents and its customers.