WATCH: What drives CX excellence at GM Financial? Jon Matthews, Senior Vice President of Customer Experience at GM Financial, is committed to delivering the best experience for both customers and employees. Watch as he shares how Lightico has enabled him and his team to achieve remarkable results: 💡 First Contact Resolution (FCR) Soars: Fewer repeat calls, lower costs, happier customers. 🌟 Record-breaking NPS: The highest transactional scores in GM Financial history. 🙌 Empowering Employees: With reduced call volumes and better tools, agents are thriving, delivering exceptional service with confidence. We’re honored to fuel GM Financial’s success on their journey to redefine excellence in #autofinance. To see the full discussion, drop a 🏎️ in the comments, and we’ll send the link your way! 👇 #CustomerExperience #NPS #ContactCenter #Captive
Great news, and well done to everyone involved! 🏆 It just goes to show, with the right tools and strategy, success is inevitable 🚀
It makes sense that when you empower call center reps with a great platform like Lightico, they will in turn influence pass on their positive energy to your customers.
First Contact Resolution and record-breaking NPS scores are a testament to the power of innovation and empowering teams. Matthew Farmer thought you would find this really insightful!
Impressive! GM Financial is setting the bar for customer experience in the auto finance space. Jon Matthews and his team are truly redefining what excellent service looks like, and the results speak for themselves!
Highest transactional NPS in the organization's history! 👏
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well said 👏
Thank you Jon Mathews great insights!!
Project Management / Business Process Improvement / Customer Advocate / Voice of the Customer / Operations Leader / Auto Finance Industry Professional / Strategic Planner / Collaborator / Mentor / Business Case Developer
2moKudos to you and your team for supporting a successful partnership! A win win for the customer and the team members on the front lines,