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Chandni Bhatt
Manage episode 376084800 series 2977146
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“No one wants to be stuck in a loop of death with a Bot”
Chandni talks to us about her experience of working with rapid growth businesses in E-Commerce and retail, and managing large offshore teams both in house, outsource, onshore and offshore. She also talks about innovations in technology and leading a community and member based CX operation.
We hear about the challenges of growth, automation, balancing outstanding service without also scaling the team, and how to successfully deliver personalisation. Chandni also gives us her take on what should be automated and what should be kept for the agent, and the tools and approaches for supporting community engagement.
She also talks to us about her leadership styles, the impact and influence of different cultures, and how to adapt styles to support your people and develop yourself.
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