AI integration means more space for experts in the contact centre
At the time of this interview, Hefin Evans was the Head of Service for the Asia-Pacific region for Philips. Philips is a leading provider of healthcare technology and medical equipment to improve the health and well-being of communities globally.
In this episode, Hefin shares his leadership journey and highlights the importance of balancing effective leadership, employee satisfaction, and customer happiness. He discusses how geographic and cultural differences impact the customer’s expectations for service in different regions and how Philips uses an engineer-led contact centre model combined with AI to deliver service.
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This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.