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In this discussion, the complexities and importance of addressing the "messy middle" in customer experience are discussed. It highlights the need to understand customer interactions, empower employees, and leverage technology to enhance the overall customer experience. The discussion explores real-life examples from companies like Starbucks and Xerox, showcasing their approaches in navigating the challenges and improving customer-centricity.
The "messy middle" refers to the complex processes and challenges that arise in customer experience management.Understanding how customers interact with the organization and their needs is crucial for improving customer experience.Empowering employees with the right information and tools can enhance their confidence and ability to serve customers effectively.Technology, such as AI and augmented reality, can automate processes, enable self-service, and provide ...
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