CX Beyond Delight: Reducing Effort, Building Trust & Using AI Right | ft. Deepika Rathod in CX BnB
Автор: Acefone
Загружено: 2026-01-15
Просмотров: 65
What really defines great customer experience — delight, speed, or something deeper?
In this episode of CX BnB – The Brain & Backbone, we sit down with Deepika Rathod, a transformation and strategy leader with 17+ years of experience across research, consulting, and digital transformation, to unpack what truly moves the CX needle today.
From redefining customer experience as a lens, not a function, to explaining why customer effort matters more than vanity metrics, Deepika shares grounded, real-world insights on designing experiences that actually work — for customers, teams, and businesses.
🔍 What you’ll learn in this episode:
Why CX ≠ customer delight (and what it really should focus on)
How reducing customer effort drives loyalty and profitability
The biggest misconceptions leaders have about CX
Why internal enablement is the hidden backbone of great customer experience
How AI should support CX — without killing empathy
Real case studies on designing experiences that change behavior
One powerful CX habit every leader should adopt
If you care about building human-centered, data-informed, and execution-ready CX, this conversation is for you.
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