Julie Casteel, Chief Sales and Marketing Officer at ibex since 2012, leads strategy and growth for ibex’s largest global clients and owns the strategic development of ibex’s financial services and healthcare vertical markets. Ms. Casteel brings over 25 years of sales and leadership experience in the BPO industry, with previous tenure at SITEL as Executive Vice President of Global Sales and Marketing. She is an established thought leader in the industry, published in The Economist, The Wall Street Journal, and other industry publications, and serves on many industry boards. She holds a B.S. from Texas A&M University.
Clients can improve the customer experience by working with their CX provider to journey map the experience from beginning to end. Consider what is the path the customer has to go down to get their issues resolved. What tools and technologies does the customer service agent have to solve that issue? Often they’re mismatched. To fix those breakage points and begin to deliver an optimal experience in which the customer feels truly valued, those need to be mapped together.29 January 2022