What's on your mind? Let CX Passport know...

🎤🎞️Customers, Self Service, AI, oh my! “The one with real CX research” with Nicole Kyle Managing Director CMP in CX Passport Episode 169🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

1:48 Origins of Nicole’s curiosity

4:40 Why focus on customer experience research?

7:00 More human psychology in customer experience

8:45 Why don't customers use self-service?

11:00 The 4 drivers for customer adoption of self-service

13:53 1st Class Lounge

18:26 Research factors for customer self-service

20:45 Potential pitfalls for companies and AI

27:10 Research for Employee Experience in 2024

30:11 Contact info and closing

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Nicole LinkedIn: https://www.linkedin.com/in/nicolekyle/

CMP: https://www.cmpresearch.com/

The one with real CX research - Nicole Kyle Managing Director CMP E169