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S3 E12: How to Build a Customer-Centric Organization with Jess Cervellon
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Navigating Customer Experience Challenges
This chapter explores the multifaceted nature of customer experience (CX) roles, emphasizing the empathetic qualities required to navigate toxic work environments and support among peers. It discusses the difficulties in hiring qualified CX professionals and the necessity of distinct leadership roles to prioritize customer-centric approaches. The conversation further highlights strategies for enhancing customer engagement and fostering brand loyalty through optimized experiences in e-commerce and retail contexts.
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