A resource for customer experience (CX) and experience management (XM) professionals.
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Immersing in the Customer’s Experience

Release Date: August 27, 2019 • Episode #81

Building customer empathy is an important aspect to your customer experience program and trying to teach that to your organization is not easy. Steve welcomes Serena Riley, the customer experience senior Manager at LLamasoft, to describe how she used immersive experiences to help employees understand the customer’s point of view within a phase of their journey.