What Does It “Feel Like” to Be Your Customer?


Companies need to know what it’s like to be in their customers’ shoes. With today’s increasing volume of customer experience signals, it takes a lot of time and effort to streamline, simplify, and organize all the structured or unstructured customer feedback manually.  The biggest challenge is making real sense of them and getting actionable insights. AI-based solutions can help CX professionals be more “human” with their own customers. Author, Speaker, & CX Expert Don Peppers explains the importance of knowing what it “feels” like to be “the customer” in his recent article. Mr. Peppers is also an Alterna CX Advisory Board Member.