
Jacob Eells
Customer Support Manager
CareScribe
Jacob Eells
What’s the most valuable lesson you’ve learned working in CX?
That by investing in the customer experience, you are able to see a return on investment that is beyond what new business can bring in, as well as build brand loyalty and make customer’s for life.
What’s the No. 1 challenge facing CX teams right now? And how should they navigate it?
I believe that the biggest challenge is the hype around AI and implementing it correctly. There are loads of different applications, and ways it can help customers but it can also hinder customers. I believe by having a human approach towards implementing AI and making sure that customers are able to speak with a human when it’s required or requested.
Which is your favorite CX event to attend and why?
I’m yet to find an event that is my favourite, but please tell me about events happening in the UK.
What’s your big prediction for the future of CX?
That making it easy for customers to use products, and ask for help when they need it will help differentiate between competitors.
How will you keep contributing to the CX community?
By sharing my insights, and knowledge with those who want to listen, as well as invest in those who are passionate about using empathy and compassionate in their work.