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.

CX-experten: ”Kunderna har aldrig känt sig så jagade som idag”
Foto: Pernilla Pettersson

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.

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.

– 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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