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🎤🎞️Emotions are the heartbeat of every experience “The one where emotions drive experiences” with Ariana Bucio Chief Operating Officer at BP Gurus in CX Passport Episode 183🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:15 Injecting humanity into IT Services

5:45 The human approach to the service desk

9:04 XLAs instead of SLAs (What are XLAs?)

15:45 The Mexican approach to Customer Experience

18:13 1st Class Lounge

22:52 Airbnb’s customer journey mapping lessons

27:28 How customer experience influences rest of business

30:36 Closing Remarks and Final Thoughts

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

Episode resources:

Ariana LinkedIn: https://www.linkedin.com/in/aribucio/

“Reflections on XLAs” - Mark Smiley: https://www.amazon.com/Reflections-XLA-service-experience-management/dp/B0CK45BHDY

The one where emotions drive experiences - Ariana Bucio COO at BP Gurus E183