In this episode, Paul and Mike revisit one of their key 2019 CX trends, discussing five ways organizations can use customer experience to help recession-proof their business in any potential upcoming economic downturn.
These five recommendations include anchoring around a customer-centric north star to drive purpose and priority, getting closer to your customers to better understand their needs, make strategic cuts to the business in areas that customers don't care about or doesn't matter to them, redeploy employees to maximize value to the organization, and leverage CX to drive synergies across organizations involved in any M&A activities. 

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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.

Your hosts:

  • Michael Manfredo, Senior Principal, Customer Experience
  • Paul Hagen, Senior Principal, Customer Experience
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