1. Merge tech with traditional methods: Blending technology with teaching methods can revolutionize education, as it enhances learning and fills existing gaps.
2. Prioritize customer-centric problem-solving: Haseeb emphasizes that a customer-focused mindset and strong communication are vital for solving real problems efficiently.
3. Stay proactive and preemptive: "Shift left" by anticipating and solving problems before they arise ensures seamless service and customer satisfaction.
4. Integrate AI to enhance CX: AI helps reduce frustration, improve call resolution, and interpret customer data, making support more efficient and personalized.
5. Resilience is key for CX leaders: CX leaders must remain patient and positive, even when facing rapid change, to guide their teams through challenges.
Meet Haseeb, VP of Customer Experience for Pearson VUE, a subgroup of Pearson!
Learning is no longer just a stage of life but a lifelong journey.
Pearson provides educational resources for students, teachers, and career professionals through a handful of subgroups — including Connections Academy, Pearson VUE, Credly by Pearson, and Faethm by Pearson — that satisfy the needs of any lifelong learner.
Haseeb has been interested in education technology since he was in high school, when he always saw educators using traditional methods to teach students. Haseeb realized that teachers and students weren’t utilizing technology at its full potential, and he discovered a gap that he wanted to fill through his work.
He has been in the educational technology space for the past 17 years and believes that merging technology and traditional teaching methods will revolutionize education.
The ability to create products that meet the intersection of what users desire and their unmet needs is what interests Haseeb about customer experience. From his perspective, CX goes beyond the call center and support industry. Ultimately, it’s about creating useful products for customers and crafting an immersive experience that supports their needs.
Haseeb works in an industry that can bring a complete change in lifestyle for teachers, students, and other education professionals, and this excites him the most about CX. There are so many possibilities that education can offer for individuals. With the help of innovative technology and other resources, Haseeb and his team can provide a life changing experience for customers. This motivates him and the Pearson CX team to give excellent service.
Hiring New Team Members
Crossing collaboration and strong communication skills is essential for any potential member of the Pearson CX team. Haseeb and his team are always meeting with other people and working with other departments. Potential hires should have a customer-centric mindset and be able to expertly solve customers’ problems. They need to be proficient in what they do, Haseeb explains.
Challenges in the CX Space
When it comes to challenges that he and his team face, Haseeb mentions that it can be difficult to keep up with the change of pace and keeping up with what the customers want at times. He notes that there’s an expectation for seamless and immediate service in any market, alluding to Netflix and Amazon. For Haseeb and his team, the benchmark of immediacy is something that they strive to provide to their customers. Remaining on the cutting edge of support is always a challenge, but it can also be enjoyable.
Transforming Customer Experience
In the future, Haseeb and his team want to consider the ways they can “shift left,” which refers to the skill of understanding and fixing a problem before it arises. He also wants to make new products that align to what the customers desire and need. Additionally, they want to ensure immediacy and eliminate potential issues before a customer reaches out. The design of his team’s support has to be efficient so he and his agents can be accessible to the customer at the exact moment when they need support, and this can be achieved by tracking various data points and monitoring user trends.
Integrating AI into Customer Experience
Haseeb’s team is exploring ways that they can use AI to transform customer support, whether it is to reduce call volumes, reduce customer frustration, and increase first call resolution rates. Additionally, AI has helped the team understand customer data, which has helped improve their approach to CX. Haseeb explains that because AI is becoming fully accessible and is everywhere, teams that aren’t exploring the possibilities of AI-supported CX are missing out.
Prioritizing Proactive CX
If customers aren’t reaching out, then it isn’t a bad thing, Haseeb explains. Good support occurs in the background and is readily accessible for customers. If you and your team need to build a guide, Haseeb mentions, then you’re doing something wrong.
Considering the Future of CX
CX is a holistic experience that a customer has with an entire brand. In the future, Haseeb thinks that face to face and phone connections will disappear and support will be seamless, immediate, and handled primarily in the background.
Advice for CX Leaders
Resilience, patience, and positivity are the main traits that CX leaders need to have to be successful in the field, Haseeb explains. Because of the changing and stressful environment, leaders might lose hope. Despite this, CX leaders need to remind themselves that they’ll be okay.
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