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Google PlayYou can theorise about Customer Experience all day, but gaining a Net Promoter score of 90 is not a theory. It shows a great focus and implementation of Customer Experience. This week, we are exploring how this was achieved with Kamron Kunce, VP of Marketing & Customer Experience at RJ Young. https://www.rjyoung.com/
RJ Young has been in business for over 70 years and boasts a world-class NPS score of 90+ — no small feat in today’s hypercompetitive market.
Kamron shares how they’ve transformed their Customer Experience, navigated organisational silos, and are thoughtfully introducing AI into their processes — without losing that all-important human touch.
If you’re wrestling with legacy systems, struggling to turn CX theory into practice, or figuring out how to scale with AI without alienating customers, this episode is packed with practical tips you can take away today.
And, if you’re a regular listener, you’ll know this one plays right into one of Ryan’s and my favourite themes: breaking down those silos!
