Stephanie Reeves Millner - Designing CX For Sales and Revenue

Stephanie Reeves Millner is a Global EVP at TP. She is based in Phoenix, Arizona, USA. It is worth noting from the start of this podcast episode that Stephanie is talking in a personal capacity in this interview.

CX and BPO processes are usually seen as a cost to most businesses. Stephanie argues that there are a number of strategies that can be used to drive up revenue, protect existing revenue, and increase customer loyalty. Applying all these strategies together can turn a CX cost center into a revenue generation center - moving from planning service to sales.

In this conversation with Mark Hillary, Stephanie explains this service to sales concept. She also talks her her use of LinkedIn video to promote and share her own ideas - why is it so valuable to share raw and unfiltered content full of original ideas?

https://www.linkedin.com/in/stephaniemillner/

https://www.tp.com/

Summary:

Mark Hillary and Peter Ryan discuss the shift from viewing customer interactions as a cost to recognizing their revenue-generating potential. Stephanie Reeves Millner, a global EVP at TP, emphasizes the importance of human engagement in customer care, highlighting revenue protection, creation, trust, and loyalty. She advocates for a brand performance engine over a cost center, focusing on retention, repeat purchases, and lifetime value. Millner also discusses the role of AI in augmenting human decision-making and the need for agents to have autonomy in upselling. She shares her experience with videos on LinkedIn, which have gained traction and provided valuable insights to her audience.