Shep Hyken interviews Scott Harris, CEO and Founder of Experience.com, with a special guest appearance by Chief Experience Officer of Experience.com, Brittany Hodak. They discuss Legacy CX and the power of collecting immediate customer feedback to improve the customer experience in real-time.
“Legacy CX is asking your customers for their feedback so that you can try to do better for customers in the future. What if that feedback could make you better right now?”
“You don’t want to survey the memory of a customer’s experience. You want to survey the experience in real-time.”
“Experiences are happening right now, and companies are evolving to systems and processes that allow them to improve CX in real-time.”
Scott Harris is the CEO and founder of Experience.com, a game-changing Experience Management Platform (XMP). Harris is also the author of CX 2.0: Create WOW Customer Experiences, which outlines the future of real-time experience management, released in 2020.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
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