Antonio Maiorano talks to Valentina and Adam about the best practices to measure and evaluate customer experience using mystery shopping. He explains how mystery shopping and crowdsourcing can help you achieve different objectives. Antonio also mentions one of the biggest challenges CX leaders face: evaluating objective feedback.
Antonio's LinkedIn: https://www.linkedin.com/in/antonio-maiorano/
Bare International: https://www.bareinternational.eu/
03:19 - Antonio's background I 05:03 - How can Mystery Shopping improve CX I 10:33 - loopholes of mystery shopping I 15:25 - Has Mystery Shopping changed during the pandemic? I 20:06 - creating actionable insights I 29:35 - Advice to CX leaders