The financial impact of customer experience

Bradly Sax, director of customer strategy and experience at the integrated real estate firm Lendlease, joins the program to discuss the imperative of focusing on customer experience. How much of the customer experience depends on human versus automated technologies, or passive versus outbound data collection? How big a role is AI playing? What are the keys to properly assessing the experience customers are having? And what about the financial impact of those efforts? (04/2023)

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