Sewon Barrera

Sewon Chung Barrera is the Director of Digital Marketing & Content Strategy at SuccessKPI. Prior to joining SuccessKPI, Sewon oversaw digital strategy and led content marketing at the Exploratorium, Samsung Electronics, Impact Hub, Brafton, and more. A marketing leader with a passion for storytelling, Sewon holds a Master of Arts from Columbia University’s Graduate School of Arts and Sciences, and a dual B.A. in Literary & Cultural Studies and Sociology from The College of William & Mary.
Man walking down street while looking at smart phone

Don’t just observe: Turn conversations into action that improves business outcomes

By Sewon Barrera / December 20, 2022

The ways customers engage with companies and brands continue to expand, from email, website, social media, call with an agent, voice self-service, web chat, mobile apps, instant messaging, video chat, and more. These tools are embedded into the omnichannel customer journey that extends beyond the traditional customer service channels, from sales to brand marketing. On…

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EX Meets CX – Transform Customer Experience By Taking Care of Your Agents

By Sewon Barrera / December 12, 2022

Contact centers are well known for high turnover. In fact, they face the highest turnover rates of any department within an organization – a whopping 30-45% average. Overall agent job satisfaction is lacking across the industry and ultimately, impacts their ability to deliver on customer experience. EX is as critical as CX A high turnover…

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