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JC Quintana

๐Ÿ‘ค Speaker
597 total appearances

Appearances Over Time

Podcast Appearances

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

It's a very complicated expectation transition from stages in life to the next stage in life.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Those things are impossible to manage in the workplace.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And I'll anchor that view.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

It is impossible to manage expectations like that

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

while people are going through their own personal transitions in life, unless equity is mandatory.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Meaning that if I am a single mom, I'm about to have a baby,

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And I need a certain amount of time because my mom lives miles and miles away.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And I've got to work at home.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And my job requires that I must work from the workplace.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Then as a workplace, if you're a family, you do what families do.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

You make sacrifices to make it equitable for people.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

But this is not a family.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

This is a business relationship that requires work.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

through that transition in life, that relationship doesn't exist anymore.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

So we got to be very honest that that's how it works, right?

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

I'm ready for that.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

So the Book of Joy, there was a book written.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

It was an interview between the Dalai Lama and Desmond Tutu many, many years ago before Archbishop Tutu passed away.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And they went off on a retreat and this very, very famous author interviewed the two of them.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

It is not a business book.