Transforming Customer Experience: Insights from Tom Dewitt on Feedback, Technology, and Human Touch
Roxanne introduces Tom Dewitt , who shares his journey in customer experience management. They discuss the transition from product-centric to experience-centric models and the significance of reviews and feedback. The conversation explores the role of AI and technology in enhancing customer experiences, while also emphasizing the value of human interaction. Tom highlights how negative experiences impact brand loyalty and the importance of managing generational differences at work. They delve into effective complaint handling and strategies to boost customer experience. The episode concludes…
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