The one with real CX research - Nicole Kyle Managing Director CMP E169

What's on your mind? Let CX Passport know...🎤🎞️Customers, Self Service, AI, oh my! “The one with real CX research” with Nicole Kyle Managing Director CMP in CX Passport Episode 169🎧 What’s in the episode?...CHAPTERS0:00 Introduction1:48 Origins of Nicole’s curiosity4:40 Why focus on customer experience research?7:00 More human psychology in customer experience8:45 Why don't customers use self-service?11:00 The 4 drivers for customer adoption of self-service13:53 1st Class Lounge18:26 Research factors for customer self-service20:45 Potential pitfalls for companies and AI27:10 Research for Employee Experience in 202430:11 Contact info and closingIf 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:Nicole LinkedIn: https://www.linkedin.com/in/nicolekyle/CMP: https://www.cmpresearch.com/

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