The Changing Trends in Customer Experience Management

ReThink Productivity Podcast

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How has Customer Experience Management evolved in 2023? Simon discusses with our returning guest, Simon Fraser, Vice President of Insights and Consulting at InMoment. We're dissecting the transition businesses are making from a survey-centric approach to a more holistic view, utilizing various data sources. We'll also examine the unforeseen repercussions of fraudulent reviews and the implications of self-checkout systems on customer experience. This promises to be a conversation that offers you deep insights into the evolving dynamics of customer experience.

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1. The Changing Trends in Customer Experience Management (00:00:00)

2. Customer Experience Management in 2023 (00:00:06)

3. Changing Retail Landscape and Automation (00:25:32)

4. Climate Change's Impact on Businesses (00:30:52)