Enhancing Customer Experience through
Personalization, Data and Self ServiceAugust 16 - 18, 2022 | Free CX Network Online Event
Personalization, Data and Self Service
Joshua Tye, CSSGB, CDTP
Senior Customer Operations Lead, Cash App, and Board Member, CX Network Advisory Board Cash App
Joshua
Tye is a strong achiever with a history of developing teams and creating
winning business partnerships. Joshua has demonstrated a successful history of
leadership with achievements as such as: negotiating a 25 billion dollar
contract, scaling businesses to 12 times its size and skyrocketing key indicators
up by 71%. Among many achievements his proudest and most notable is the
development of deeply committed and engaged teams, where he has reduced
employee turnover by 112%, as well as developed and mentored leaders. Joshua’s
free time is spent on a piano, volunteering to aid refugees at soup kitchens
and reading a new book weekly.
Day Two - 17 August 2022
10:00 AM Using automations to empower customers and scale channel capabilities
Leveraging machine learning to analyse voice of the customer data can be the key to improving customer support capabilities across multiple channels. Join Joshua Tye, Senior Customer Operations Leader at Cash App, as he explains his dynamic approach to scaling omnichannel capabilities. Joshua will be discussing:
- Resolving customer disputes in real time: machine learning at the pace of customer experiences
- The importance of transparency and managing customer expectations when resolving disputes
- How Cash App is working towards CX personalisation
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