Bob Moesta, President At The Re-Wired Group
The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
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The Importance of Context and Outcome
Sally Kohn: The idea that customers have a desired progress they want to make or an outcome that they're shooting for. She says these outcomes aren't necessarily universal, and context matters here. Kohn: It's almost like the starting point, what I call the reference point. That kind of helps you identify where switching moments might actually happen.
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