Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. However, the old way of doing things is going away, presenting an opportunity to solve these problems differently. Understanding how the customer behaves digitally by combining the power of artificial intelligence (AI), data, and behavioral science is imperative to turn this around.
As we look ahead into the new year, it’s a natural time to reflect on the year that passed. We did that on a recent podcast, thinking about what we learned professionally and personally this past year.
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