When Data Meets Intuition: Perfecting the Customer Journey with Laura Montgomerie

Talk Time: The Contact Centre Podcast

15-11-2023 • 33 mins

In this episode of Talk Time with MaxContact, Laura Montgomerie, Head of Customer Experience at Mount Anvil, joins Sean McIver to share her playbook on leveraging data and human intuition to enhance customer journeys. They share the importance of understanding the customer journey in high-stakes industries to maximise customer satisfaction, why you have to satisfy every step of the customer journey, and how to balance data with intuition in customer experience.