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Podcast: Good Morning, HR
Episode: Understanding the Customer Experience with Sarah Diegnan
Description: In episode 90, Coffey talks with Sarah Diegnan about the systems used to create exceptional customer experiences.They discuss the correlation between the customer journey and customer experience; all the departments that take part in a customer’s journey; the importance of a customer-centric approach for product development; effective client segmentation; how user expectations have changed; setting up actionable metrics for engagement; the current role of AI in customer experience and what to expect in the future; and how leaders can adapt the customer journey to enhance employee engagement.Good Morning, HR is brought to you by...