Recorded at a PEGA world 2023
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Link: PunkCX
This episode valuable insights on enhancing customer experience (CX) through human-centric approaches is shared. They emphasize the importance of understanding customer attention as the most valuable currency and how companies can create meaningful experiences and relationships.
Findings from a global study, highlight the significance of emotional resonance, compassion, and inclusivity in marketing.
Additionally, the role of zero-party data and qualitative research in gaining customer insights is important.
Key Points and Ideas
Customer Attention is Precious: Walter emphasized that understanding and respecting customer attention is crucial in today's crowded digital landscape. Businesses need to focus on creating experiences that genuinely resonate with customers.
Emotional Resonance: To capture customer attention, companies should ask questions that customers can emotionally connect with....
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