Ep.3 Are You Revealing Too Much (Or Not Enough) To Your Customers?
  • 12/03/2015
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Ep.3 Are You Revealing Too Much (Or Not Enough) To Your Customers?

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Descripción de Ep.3 Are You Revealing Too Much (Or Not Enough) To Your Customers?

Many customer experience (CX) professionals are blind to the line of visibility — the critical divide between what customers see and don't see during an experience. Failure to carefully consider where this divide belongs can mean the difference between a quality experience, and one that unintentionally airs your company’s dirty laundry to the outside world. In this episode, we speak with senior customer experience analysts Sam Stern and Tony Costa about how CX pros can get a handle on their line of visibility to make conscious, intentional experience design decisions that reflect customers' needs and desires. For more on Sam and Tony’s research on the line of visibility, check out their report CX Pros Are Blind To The Line Of Visibility on Forrester.com.  

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#customerexperience #cx #forrester #business


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