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How To Deliver a Rockstar CX
Strategy Amidst a Pandemic

Ft: James Dodkins, Keynote Speaker

 

 

2020 has changed every aspect of people’s lives across the world. The pandemic has undoubtedly sparked a rapid leap forward in our use of digital technology, and brands as a result will have to adapt their approach to CX management accordingly.

On this episode of Conversations w/ Conversocial, we got together with James Dodkins, actual rockstar turned international keynote speaker, who uses his unique experience to inspire and educate brands on providing an impactful customer experience strategy. During his conversation with Shane Mac, they covered: 

 

  1. Why you must measure customer experience - a deep dive into his 'CX6 system'.

  2. The importance of proactive customer service recovery in today’s climate.

  3. Why you shouldn’t always give the customer what they want; how feedback surveys could work against you.

“If we're not careful, we can fall into the trap of the obvious becoming the overlooked. I think a lot of companies do that...They say supposedly that genius is being able to scrutinize the obvious. I don't think we do it, and I don't think companies do it. So if we don't do it in our everyday lines, we're not going to do it when we're working for companies either.”

James Dodkins

CX Keynote Speaker

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