A resource for customer experience (CX) and experience management (XM) professionals.
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Don’t just use your gut

Release Date: June 21, 2019 • Episode #73

For a discussion on how to move a not-for-profit organization from making decisions based on gut instinct to utilizing customer feedback, Steve welcomes Andrea Krohnberg, senior director of customer experience at the YMCA Twin Cities in Minneapolis. They discuss how she led the effort to make customer insights and data a key decision-making driver in the organization and how it improved their CX efforts.

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