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

What's on your mind? Let CX Passport know...🎤🎞️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?...CHAPTERS0:00 Introduction2:15 Injecting humanity into IT Services5:45 The human approach to the service desk9:04 XLAs instead of SLAs (What are XLAs?)15:45 The Mexican approach to Customer Experience18:13 1st Class Lounge22:52 Airbnb’s customer journey mapping lessons27:28 How customer experience influences rest of business30:36 Closing Remarks and Final ThoughtsIf you like CX Passport, I have 3 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode 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

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