Скачать или смотреть Podcast: CX expert Jon Picoult on shaping memories, not just experiences

In today’s podcast episode, we caught up with Jon Picoult, author of 'From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans'. Jon discusses the cognitive science behind great CX and the strategies you can use to create unforgettable impressions that drive customer loyalty.

0:00 Intro
0:24 Career Journey
2:57 Rethinking 'Customer is key'
6:09 Defining Customer Experience and Service
14:56 Why don't companies take customer experience seriously?
23:37 Jon's take on AI
25:49 Outro

Transcript: https://www.intercom.com/blog/videos/...

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