Podcast ¦ CX Passport: The one with real CX research – Nicole Kyle Managing Director CMP E169

Access the full podcast series hereSummary Nicole Greenberg is a co-founder and managing director of CMP Research, specializing in the future of work and its impact on customer experience. With a background in journalism and a strong curiosity, Nicole is passionate about understanding the psychology of individuals and how it influences their customer journey. In her research, she discovered that personalization, ease, and speed are the top drivers of customer satisfaction in self-service experiences, while issue resolution is less prioritized. Key Points Customers have a strong desire for self-service but often don't use it due to a disconnect between preference and the actual experience. Personalization is the number one driver of customer satisfaction in self-service, followed by ease and speed, and then issue resolution. Customers value having control over their experience and having it tailored to their needs, even if it means their issue takes longer to resolve. Com...

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