CX expert Annette Franz on putting the ‘customer’ in ‘customer experience’
Intercom, Inc.
FEBRUARY 25, 2021
Bobby Stapleton , our Senior Manager of Customer Support for North America, recently caught up with Annette to chat about getting to know the customer and why personas and journey mapping are the perfect tools to do it. Finally, and only when you have those two systems in place, you can (and must) start empathizing with them.
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