Welcome to Episode 89 of the Customer Service Gold Dust Podcast.
In this episode, Gavin is joined by Kyle Wright.
Kyle is Head of Customer Experience at South Yorkshire Mayoral Combined Authority (SYMCA).
We hear him talk about his journey from frontline customer-facing roles into CX leadership; why understanding the real need behind a customer complaint is key to creating better experiences; and how public transport can use communication, personalisation and technology to make journeys easier for everyone.
Kyle also shares his thoughts on using AI to empower teams rather than replace the human touch; why frontline colleagues hold some of the most valuable customer insights; and how creating a strong CX culture through recognition, collaboration and listening can transform the way organisations serve their customers.