Customer experience is like drinking tequila shots. A couple will increase your happiness, but a dozen will not.
When does brand experience become too much — and therefore detrimental?
In this episode, we hear from Tyler Meema, Director of Client Success at Wealthsimple, about the creation of the client delivery curve framework to track CX equilibrium.
Join us as we discuss:
- Brands and diminishing marginal utility
- Why automation for the sake of automation is bad
- Tracking opposing metrics to ensure equilibrium
- Focusing on business outcomes instead of the “surprise and delight” trap
Check out these resources we mentioned during the podcast:
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