Jonathan Schroyer: Engaging Your Customers Every Step Of The Way artwork
Science of CX

Jonathan Schroyer: Engaging Your Customers Every Step Of The Way

  • S3E163
  • 42:21
  • October 19th 2022

Jonathan Shroyer is the Chief Customer Experience Innovation Officer of Arise Virtual Solutions, a customer service outsourcing, and offshoring consulting firm. Arise acquired Officium Labs, a company he co-founded, last November 2021 and is now known as Arise Gaming.

Jonathan has been involved with customer service as a professional and a leader for more than two decades, leading large teams at established companies such as Microsoft, Monster, Autodesk, and startups like Postmates, Kabam, and Forte Labs. 

Recognized as a renowned thought leader in the industry through multiple mentions, Jonathan is a sought-after speaker at CX conferences, a guest in podcasts, and a writer about his passion—the future of customer service and the CS marketplace.

Key Takeaways

  • The current state of CX in a ‘post’ pandemic world
  • A mindset-shift tip to take from the video gaming world - Jonathan explains how and why it's more valuable to retain players than to acquire new ones
  • Setting organizational core values that focus not just on the business side of things, but on the people side as well
  • Why it’s important to always keep your customer in mind when designing new products or services
  • Jonathan digs into the two core pillars for ensuring success in the gaming industry; retaining and engaging players on a daily basis
  • The early warning signals of potential churning in your business; and the systems you can put in place to prevent this from happening
  • Giving your employees a level of experience where they feel valued enough to provide even higher levels of productivity

Connect with Jonathan

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Website -  

Twitter -  

Science of CX

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