The One Where Emotions Drive Experiences - Ariana Bucio COO At BP Gurus E183 CX Passport podcast

The one where emotions drive experiences - Ariana Bucio COO at BP Gurus E183

6d ago 32:30

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Rick Denton द्वारा प्रदान की गई सामग्री. एपिसोड, ग्राफिक्स और पॉडकास्ट विवरण सहित सभी पॉडकास्ट सामग्री Rick Denton या उनके पॉडकास्ट प्लेटफ़ॉर्म पार्टनर द्वारा सीधे अपलोड और प्रदान की जाती है। यदि आपको लगता है कि कोई आपकी अनुमति के बिना आपके कॉपीराइट किए गए कार्य का उपयोग कर रहा है, तो आप यहां बताई गई प्रक्रिया का पालन कर सकते हैं https://hi.player.fm/legal।

🎤🎞️Emotions are the heartbeat of every experience “The one where emotions drive experiences” with Ariana Bucio Chief Operating Officer at BP Gurus in CX Passport Episode 183🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:15 Injecting humanity into IT Services

5:45 The human approach to the service desk

9:04 XLAs instead of SLAs (What are XLAs?)

15:45 The Mexican approach to Customer Experience

18:13 1st Class Lounge

22:52 Airbnb’s customer journey mapping lessons

27:28 How customer experience influences rest of business

30:36 Closing Remarks and Final Thoughts

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I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Ariana LinkedIn: https://www.linkedin.com/in/aribucio/

“Reflections on XLAs” - Mark Smiley: https://www.amazon.com/Reflections-XLA-service-experience-management/dp/B0CK45BHDY

183 एपिसोडस