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Customer experience isn't about experience at all. It is about relationships - Interview with James Dodkins of Pega
Today’s interview is with James Dodkins, CX Evangelist at Pegasystems. James joins me today to talk about some new research that Pega has just conducted, some of the results, the big trends and shifts that are driving the future of customer service and a webinar (registration link) that they are holding next week (Oct 4th) as part of Customer Service Week.
This interview follows on from my recent interview – CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones – Interview with Jack Springman – and is number 441 in the…
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