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Summary
Meili Gonzalez, Brand Business and Content Specialist at Gorgeous, discusses the importance of experience over knowledge in the customer experience (CX) field. She emphasizes the role of empathy in understanding customer needs and providing personalized support. Gonzalez highlights the undervalued position of frontline customer service representatives, who have firsthand insights and can co-create positive customer experiences. She also shares examples of companies that have successfully leveraged customer feedback to drive action and improve their products.
Key Points
Experience is becoming more important than knowledge in the CX field.
Frontline customer service representatives are the eyes and ears of a brand, receiving both positive and negative feedback from customers.
CX professionals need to empathize with customers and understand their needs to deliver a great experience.
Companies are shifting their perspective and giving ...
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