Stephanie Thum’s perspective on customer experience strategy across both the private and public sectors.
“I think what you’re seeing during this time with consumers … is you have a mass audience that has been forced to become digital-first consumers.”
“What are scalable small things that we can do throughout every customer journey, to show customers that we care about them, that we empathize, that we are investing in the relationship?”
“We’re all responsible for the customer experience, every single person that works with the company.”
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