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The CX Leader Podcast | A resource for customer experience leaders
It's Moving Really Fast
Jun 4, 2024
Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute, shares her deep expertise in customer and employee experience management. She discusses the drastic shift from annual surveys to real-time feedback, emphasizing the need for continuous insight management. The conversation highlights the vital role of AI in transforming customer experience and handling unstructured data. Zdatny also underscores the necessity of strategic planning for CX professionals to thrive in an ever-changing business landscape.
33:51
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Quick takeaways
- Modern customer experience management has evolved to prioritize real-time insights gathered from multiple channels, moving beyond annual satisfaction surveys.
- The integration of AI-driven tools in customer experience management enhances decision-making by processing vast data and triggering timely actions based on feedback.
Deep dives
The Evolution of Experience Management
Modern customer experience (CX) management has evolved significantly from the traditional approach of deploying annual customer satisfaction surveys. Organizations now leverage a multitude of feedback channels to gather real-time insights from customers, allowing for a dynamic understanding of customer sentiment. This evolution paves the way for organizations to establish a continuous flow of insights, which can inform their decision-making processes on an ongoing basis. The goal is to shift towards embedded human empathy, where understanding customer needs becomes a fundamental part of the company's operations, rather than a separate function.
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Discover
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Listen to the best highlights from the podcasts you love and dive into the full episode