“I believe that right now we’re at that crossroads of refining the practice of customer experience.”
– Geriel Thornburg May
In this episode of OneTAKE Live, join host Ian Barkin as he discusses the many factors that must converge to create a dynamic customer experience with Geriel Thornburg May, worldwide director of customer service for Lenovo.
What’s the most effective way to create exceptional customer experiences (CX)? Should you focus on offering fast, helpful support? Improving products or services? Or is it all about relationship management and outreach?
According to Thornburg May, all of the above. She believes it’s a team effort — and that every part of a business is connected in some way to its overall CX.
A company’s CX is a lot like a river, Thornburg May explains: “There are a lot of tributaries, or streams, that come into that river. And those are these various disciplines.” She explains, “For example, operational excellence and process management, quality management, understanding and making your process predictable … there are so many other streams, and I think together they create an experience that can be delivered at the end with a splash, if you will, for customers.”
Currently the worldwide director of customer experience for Lenovo, as well as the founder of her own consultancy firm, Thornburg May knows what it takes to bring a company’s CX to the next level. In the past, she has worked with big-name companies such as General Electric, Accenture, and Fidelity Investments.
Join us to learn how companies can converge to produce outstanding CX on OneTAKE Live!