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The one with real CX research - Nicole Kyle Managing Director CMP E169
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🎤🎞️Customers, Self Service, AI, oh my! “The one with real CX research” with Nicole Kyle Managing Director CMP in CX Passport Episode 169🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
1:48 Origins of Nicole’s curiosity
4:40 Why focus on customer experience research?
7:00 More human psychology in customer experience
8:45 Why don't customers use self-service?
11:00 The 4 drivers for customer adoption of self-service
13:53 1st Class Lounge
18:26 Research factors for customer self-service
20:45 Potential pitfalls for companies and AI
27:10 Research for Employee Experience in 2024
30:11 Contact info and closing
If you like CX Passport, I have 3 quick requests:
✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport
✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
Nicole LinkedIn: https://www.linkedin.com/in/nicolekyle/
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