4 Lessons From 20 Years Managing Customer Experience

In my two decades of managing customer experience (CX) for major brands, one call stands out for the powerful lesson it offers. At the time, I led CX for an identity protection provider. The caller was distraught. Our front-line agent calmed her down enough to learn she was a grandmother who had recently started college. She had just been robbed of her money, credit cards, keys, ID, even her phone — but she was not a subscriber to our service. How should our CX team respond to this non-customer? If you are responsible for CX, you balance human nature, data, technology and vendors every day in your decisions and interactions. CX skills are built through experience and the lessons of others. Here are four such lessons for CX leaders which I found valuable.

Last updated on: 
August 11, 2023
October 21, 2021

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