Hon är bokaktuell med ”Kundservice för hållbara kundrelationer” och har tidigare uppmärksammats för den av branschen hyllade ”Customer Experience Management på svenska”. Det hon syftar på med kundernas dubbla upplevelse är den så kallade CX-paradoxen.
CX-experten: ”Kunderna har aldrig känt sig så jagade som idag”
kundmötet I ett samhälle som snurrar allt snabbare riskerar verksamheter att glömma kundfokusets kärna, nämligen att kunden ska bli sedd och hörd. ”Paradoxalt nog har kunder aldrig känt sig så jagade, och samtidigt så övergivna, som de gör nu”, säger CX-experten Helén Rigamonti.

Foto: Pernilla Pettersson
Någonting är fel
Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.
Techtidningen premium
Läs vidare – starta din prenumeration
Redan prenumerant? Logga in och läs vidare.
– Det har aldrig varit svårare än idag att få tag på en verklig person som kund. Samtidigt dränks dagens kunder i digital uppmärksamhet. Jag tror att många organisationer har svårt att få ihop helheten, säger hon.
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
