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🎤Get back to the basics of Customer Experience in “The one where they're curious about CX” with Karl Sharicz of HorizonCX in CX Passport Episode 88🎧 What’s in the episode?

👨‍🍳A return to CX fundamentals

🔬So much awareness that CX is bad...but companies are still getting it wrong

🛑Stop using the term call deflection

🔨Equip your front line to do the right thing!

👉Customer Experience leaders are responsible for connecting the dots from CX to $

🎸The Smithereens!

💭“Service is really delivered by frontline people. And I'll say in most cases, even in my experience, when I get to that real person, they want to do a good job. But they may be constrained by whatever systems they have the tools that they have in order to help them be successful.” - Karl

Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

Episode resources:

Email: karl@horizoncx.com

Web: horizoncx.com

LinkedIn: linkedin.com/in/karlsharicz

Music Museum of New England: www.mmone.org