The one with with global reach and local experience - Sarah Baker | Director, Global CX at KFC E140

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🎤🎞️Building local CX for a global company! “The one with with global reach and local experience” with Sarah Baker Director, Global CX at KFC in CX Passport Episode 140🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

3:15 KFC’s global experience management

4:20 Shaking up current understanding of customer

8:10 Using failure points to grow and get better

10:00 How to REALLY put the customer at the center

13:10 Customer story to influence decisions

15:15 Girls on the Run program

17:31 1st Class Lounge

23:20 KFC global customer listening

27:00 Centralized vs local influence

28:50 Global employee diversity and experience

31:48 Contact info and closing

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