Empowering Customers Through Education
First episode of our new season
with Mila Suthakar, Director of Customer Success at Wave HQ
Episode Summary:
Season III of Cards Against Complexity is starting now!
The next few episodes will be all about CX in financial services. In this kick-off Jan sits down with Mila Suthakar, Director of Customer Success at Wave HQ. Mila shares insights on navigating complex regulations, educating both customers and support teams, and building a service culture that balances compliance with customer needs.
Key Takeaways:
• Education as the Foundation of Customer Success:
Mila emphasizes the importance of equipping both customers and service teams with the knowledge they need to navigate financial tools and regulations effectively.
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• Balancing Compliance and Customer Experience:
Regulatory constraints can limit transparency, making it essential for teams to understand what they can communicate while maintaining trust with customers.
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• The Role of Human Skills in Customer Support:
While automation is useful, hiring self-motivated and resourceful team members is crucial for handling complex financial questions and delivering a high-quality customer experience.
Tune in for practical insights on how financial services companies can enhance customer success while managing industry complexities.
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