Nicola Collister is the group COO at Woven, based in the north west of England. Woven is a customer service company that aims to focus on value creation rather than just cost reduction – as we know this is quite different from the usual “low cost” pitch a customer service supplier makes.
Nicola wrote a recent blog on LinkedIn where she said that the focus on the cost of customer service is killing innovation. In this episode of the podcast she explains this further and asks how companies that are experts at CX can be strategic partners, not just suppliers.
http://cxfiles.libsyn.com/nicola-collister-woven-cx-cost-is-killing-innovation
