Moving from customer service to customer experience is the change in approach that Misty Tuttle, Sales and Marketing Manager for Horizon, describes in the above interview. She speaks about the importance of meeting the customer where they are and providing support when needed.

She is skeptical of the ability of automated bots as replacement of the human connection that Horizon’s agents provide. Still, she speaks highly of the tool that has helped organize the social media channels in such a way that her team can respond to and track customer issues.

They have found that text messaging is an effective communications’ channel. The biggest challenge with this out-of-band communications’ channel is obtaining phone numbers for their customers. Revamping their website to make it clean, responsive, and easy-to-use was another important element in their effort to improve the customer experience.

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