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Everyone says they’re customer centric. But what does that really mean? We dissect the buzzword and show you concrete, real-world examples of truly customer-centric brands. On top of that, we share various tactics that you can leverage to ensure you’re leading the customer-centric transformation at your organization.

IN THIS GUIDE TO CUSTOMER CENTRICITY, YOU’LL LEARN:

  • What it means to be customer centric
  • How to become customer centric
  • How to use customer intelligence to drive business decisions

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The last year brought many changes to digital transformation and customers’ experience regarding their digital behaviors. However, more is coming, that’s for sure, and Jeannie and Adam talk about the current and future trends.

“The data is both a learning mechanism and something that can be used to tailor the experience.”

AI and machine learning are changing the game, and we are bound to see more benefits for the world of customer experience very soon. The current goal is to automate routine interactions and leave humans open to deal with the more complex ones.

“This is just the tip of the iceberg. We have so much to learn from this.”

In this episode, you’ll learn:

  • How digital transformations affect customer experience
  • How to leverage AI and how to map that to your customer journey
  • The importance of chatbots and how helpful they’ve become in customer experience
  • Jeannie’s three predictions for AI and customer experience

Listen To This Episode


Sponsor Message:

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Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook. Then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.

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