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Leadership Promises & Frontline Problems
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What happens when brands put the burden of a good experience back on the customer?
In the inaugural episode of The Single Source of Truth by CMP, Audrey, Brooke and Brian examine what recent headlines from Chipotle and Delta reveal about customer effort, frontline empowerment and the risks of delivering “minimum viable customer service.” Then, the team turns to agentic AI, exploring what a recent Meta misstep can teach leaders about guardrails, employee training and overreliance on…
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