Issue 1: Managing Uncertainty
Today’s CX leaders – whether in customer service, marketing, or digital transformation – need to be obsessed with architecting delightful experiences.
We sat down with author and professor of marketing at The Wharton School to discuss customer-centricity and how we can achieve it.
Once a defensive function, customer service evolved into an offensive role during the pandemic, standing at the forefront. Now it’s there to stay.
Tech giants have set a high bar for great customer service. Other companies, smaller ones included, are expected to follow suit. Here’s how they can.