Conversations with Masters:
How to Better Understand Your Customers™
Watch Detra Whitmore, PMP, Vice President of Customer Experience, Diversity and Inclusion Officer, Trinity Metro, discuss:
- Why a happy employee experience has a positive ripple-effect in the customer’s journey
- How to convert a negative moment-of-truth into a peak point that elevates the customer’s experience
- Why talking to customers in real-time can provide helpful insights beyond standard data research
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