Friction is great when trying to remove layers of paint but it will also remove layers of your customers’ patience. Identifying customer friction, aka pain points, is part of the ongoing work of creating great customer experience and enduring customer relationships. ...
Streamlining customer experience benefits businesses, their workers and their customers. Generative AI acts as a powerful streamlining tool improving efficiency and accuracy, driving decision-making and fostering innovation....
Let’s get clear on empathy, what it means and how it fits into creating great customer experience and your company culture....
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