Customer service costs: what are we talking about? - E55 with Vincent Placer

The CX Goalkeeper had a smart discussion with Vincent PlacerCEO of Colorado Group and ECXO Ambassador for the French ChapterThe discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and Stitcher as well as a WEBCAST on YouTube.In this episode we discuss about:- Some insights on the ECXO- to link costs and returns early in the innovation process- investing in CX leads to return in the medium and long run- understanding the cost to serve- the 3 fields to optimize costs… and much moreHis book suggestion:- Noise; Daniel Kahneman, Olivier Sibony, Cass R. Sunstein- Introductory Statistics; Thomas H. Wonnacott, Ronald J. WonnacottVincent’s golden nugget:«Join the ECXO!»How to contact Vincent:https://www.linkedin.com/in/vincentplacer/Thank you, Vincent!Thank you, ECXO!#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #ecxo #costmanagement