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Key Takeaways
The importance of understanding the customer perspective and avoiding the curse of knowledge in customer experience initiatives.
The need to focus on specific business goals and outcomes rather than trying to prove the broad ROI of customer experience.
The concept of being a catalyst for change in customer experience initiatives, rather than a forceful crusader.
The significance of word choice and precision in communication to influence decision-making and drive results.
The power of listening and understanding the language used by executives to tailor customer experience initiatives and messaging effectively.
Key Statistics
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Key Discussion Points
Understanding the customer perspective by listening actively and avoiding the curse of knowledge.
Shifting the focus from broad ROI of customer experience to specific business outcomes.
Being a catalyst for change by subtly influe...
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