Customer experience strategist, Tony Bodoh, shares some of the greatest dangers for customer experience researchers and their companies when they launch a CX Research program. Then, he explains the 2 by 5 structure for research which he created to help researchers to achieve their optimal performance and which has been used by some of the most renowned Customer Experience brands. Finally, he gives examples of brands that are doing customer experience research continuously and one case where they are making nearly 10 changes a day to their customer experience. See more videos from this series here.
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