The Four Steps To Transforming a CX Organization | Hunter Schoettle

Today we’re going to be talking about transforming your CX organization. To do that we got with us today the Head of Customer Experience at Patient Pop, Hunter Schoettle. We discuss how he runs his customer service team and he shares the secrets to his hiring process. Hunter builds a strong base in relationships with his own people in order to help that spread to the customer. He tells us about how they are able to work with other departments and the type of strategy you can use to expand your circle and communications within your company.

About Hunter 0:54
The hiring process 5:24
How data helps them transform 8:22
Which metrics have been right 10:26
Best way to operate outside of your box 14:43

“The main bread and butter, main focus though is on customer retention and that’s really where my department thrives and gives the most value to the company, using those frontline interactions to both gather data, and then analyze and use that to help continually improve the product.” 1:52