"'Your site is terrible' well, what do you do with that? ... do you derail the rest of your optimization efforts to go and fix that one problem? The answer is 'it depends'"

Today on the season 1 finale we have a heavy hitter on the podcast in Bryce Winkelman, Chief Business and Strategy Officer from Quantum Metric to break down what "Customer Experience" really means and why it is COMPLETELY different from customer service. In the fraud world false positives fall directly into customer experience and giving a bad experience can harm your company and your career. Learn about "Positive Friction" and find out some options you have to optimize the customer experience your department brings during this busy holiday season. This is a dense episode with a lot of excellent content from Bryce and this was one of my favorite episodes to record. I was truly blessed to get Bryce's time to be a guest and share his extensive knowledge with my audience.

I hope you all enjoy!

Bryce Winkelman - https://www.linkedin.com/in/bryce-winkelman-1416936/

https://www.quantummetric.com/

Quantum Metric - https://www.quantummetric.com/request-a-demo/

What is Customer Experience and false positives with Bryce Winkelman from Quantum Metric