Sandra Mathis | HCL Blogs
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Sandra Mathis, Director, Digital & Analytics

In the “Tools of the Trade” series, we focus on commonly used customer experience tools and practices. The series kicked off with empathy mapping, a common yet often misused and misunderstood customer experience (CX) tool that is often confused with ...
By:

Sandra Mathis, Director, Digital & Analytics

Like a dripping, leaky pipe, customer dissatisfaction and churn sound similar. Customers rarely leave without warning; they often signal their discontent multiple times before parting ways. Byt he time underlying issues are addressed, the damage coul...