Episode 12: Pontera's Blueprint for High-Touch & High-ROI CX

How do you deliver high-touch customer support at scale - without losing efficiency? In this episode of The Future of CX, we sit down with Cynthia Gordon, Senior Director of Customer Support at Pontera, to uncover the strategies behind their world-class support operation.

With over 15 years in the industry, Cynthia has seen it all - from handling multiple chats simultaneously as a “chat queen” to leading complex support teams that serve both B2B financial advisors and their clients. She shares how Pontera seamlessly integrates high-touch support channels like Zoom, turns qualitative insights into data-driven actions, and smartly incorporates AI - without losing the human touch.

🔹 Why is Zoom a game-changer for CX? Cynthia explains how Pontera leverages real-time calls to reduce endless email back-and-forth.🔹 How do you structure a support team to serve both B2B and B2C customers? Learn how their reps, technical account managers, and specialists collaborate to create a frictionless experience.🔹 Can AI truly enhance customer support without replacing human agents? Cynthia reveals Pontera’s approach to using AI as an enabler, not a substitute.🔹 How does exceptional support impact business growth? We break down how CSAT and retention are directly tied to revenue.

If you’re a CX leader looking to balance high-touch engagement with data-driven efficiency, this episode is packed with insights you can’t afford to miss.

🎧 Listen now and discover how the right mix of technology and human expertise can redefine customer support!