Alex Mead: Redefining Customer Service Experience & The EPIC Framework | Pulse by Intuji #24In this insightful episode of Pulse by Intuji, Julian Wallis speaks with Alex Mead, a veteran customer service expert with over 25 years of experience across multiple industries and 30 countries. Alex shares his unique perspective on customer service experience (CSX) and introduces his innovative EPIC framework for delivering exceptional customer experiences.Through engaging discussions, Alex breaks down the critical differences between brand experience and customer service experience, challenging common misconceptions in both B2B and B2C environments.Topics Covered:00:00:00 Podcast IntroEpisode snippets and guest background highlights00:01:45 - Introduction and BackgroundAlex shares his journey from computer systems to customer service leadership00:03:12 - Evolution of Customer ExperienceHow the growth of CX has impacted customer service over the past 15 years00:09:24 - B2B Service ExcellenceChallenging the myth that B2B service can be inferior to B2C00:12:10 - Case Study: Heavy Equipment Rental IndustryHow a crane hire company reduced customer churn from 40% to 5% through digital transformation00:19:16 - Golf Industry TransformationHow digital transformation revolutionised the golf travel industry00:29:13 - Customer Retention StrategiesDiscussion on preventing customer churn and building loyalty00:35:39 - The EPIC FrameworkDetailed breakdown of Easy, Personalised, Intuitive, and Contextual service00:42:05 - AI and Customer ServiceThe role of AI as a concierge rather than a replacement for human interaction00:46:19 - Traditional Industries and Digital TransformationAddressing basic self-service needs in traditional sectors00:47:30 - Future of Customer ServiceCritical aspects businesses need to focus on in coming years00:49:09 - Legacy DiscussionAlex's impact on customer service through EPIC and CSX concepts00:50:16 - Career ReflectionsPersonal insights and advice for customer service professionalsLearn More About Intuji:Visit our Learning Centre at (https://intuji.com/learning-centre/) for more resources on digital transformation, AI, and business innovation.Connect with Us:Pulse LinkedIn: (https://www.linkedin.com/company/pulse-by-intuji/)Intuji LinkedIn: (https://www.linkedin.com/company/intuji/)Intuji Website: (https://intuji.com/)Don’t forget to like, subscribe, and share this episode if you found it insightful!

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