• The one with real CX research - Nicole Kyle Managing Director CMP E169

  • May 28 2024
  • Duración: 32 m
  • Podcast

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/

    CMP: https://www.cmpresearch.com/
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