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Lessons in CX: What Customers and Competitors Can Teach Us
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In this episode of CX in the Wild, we sit down with Rita Felix from Schneider Electric to explore the balance between technology and human connection in customer experience. She shares how companies can embrace AI without losing the personal touch and why genuine human interactions still play a critical role in building trust and loyalty.
We also discuss the challenges of managing customer experience on a global scale, the shift away from traditional surveys toward sentiment analysis, and how organizations can create consistent, meaningful experiences across different markets. Plus, Rita offers insights on learning from customers and competitors alike, and the importance of fostering collaboration within teams to drive customer satisfaction.
Rita Felix on LinkedIn: linkedin.com/in/ritasousafelix
Learn more about Rita's work at their website: https://cloud.go.se.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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