Gerry Brown - The Customer Lifeguard - CX Is Changing Fast

Gerry Brown is known as the customer lifeguard. His ambition is to save the world from poor customer service.

Gerry is Canadian and based in the south of the UK.

Gerry has written a book titled 'When a customer wins, nobody loses.' He has a podcast and he is a regular speaker and adviser, regularly hosting CX workshops.

Mark called Gerry to ask about his book and the post-pandemic CX environment. In particular how can BPOs get more closely aligned with the needs of customers when AI is changing the entire industry?

https://www.linkedin.com/in/gerryhbrown/

https://thecustomerlifeguard.co.uk/

https://www.amazon.co.uk/When-Customer-Wins-Nobody-Loses-ebook/dp/B07BFC83MZ/

Summary :

Mark Hillary and Peter Ryan discuss the evolving landscape of customer experience (CX) with guest Gerry Brown, an independent consultant and author of "When a Customer Wins, Nobody Loses." They explore the shift from traditional customer service to more complex, multi-channel environments, including the rise of AI and automation. Brown highlights the importance of aligning customer needs with BPO services, noting that many organizations still handle customer service in-house. He emphasizes the need for BPOs to offer comprehensive solutions and the growing use of AI for efficiency and cost savings. The conversation also touches on the impact of the pandemic on remote work and the ongoing challenge of integrating legacy systems.