Episode 191: The Evolution of Customer Experience: Insights from Blake Morgan
Product Thinking
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Customer Experience: A Holistic Approach
This chapter examines the vital role of customer experience (CX) within organizations, emphasizing its integration into daily operations rather than being confined to a specific department. It highlights the importance of cultivating a customer-centric culture and introduces metrics for measuring success while cautioning against the manipulation of feedback. The discussion advocates for coherent collaboration among teams and innovative practices that enhance genuine customer engagement, fostering a unified approach to CX.
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