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### Key Take Aways 1. Customer experience should be approached as a designed and intentional process rather than an ad hoc effort. 2. Recognizing the inherently human aspects of customer interactions is crucial for effective service delivery. 3. A holistic view of the customer journey is essential, especially in the evolving digital landscape. 4. Companies should focus on emotional connections with customers to enhance overall satisfaction and loyalty. 5. Achieving positive customer experience requires investing time in designing the customer interaction processes. 6. The service desk serves as a critical frontline for customer interactions, reinforcing the company’s brand voice. 7. Employee engagement and happiness directly correlate to customer satisfaction outcomes. 8. The application of frameworks, such as SDI standards, can help organizations implement best practices in service delivery. 9. Experience Level Agreements (XLAs) fo...
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