#56 Why Emotional Intelligence is the Key to Customer Experience Success

What does it take to truly win over customers in today's fast-paced digital landscape? Join us as Danny Pozo, Cisco’s VP of U.S. Commercial Customer Experience, shares his unique perspective on customer experience at Cisco. From the importance of emotional intelligence to the role of AI in CX, this episode dives deep into the strategies that can make or break customer relationships. Are you ready to rethink your approach?

Tune in to learn:

• Why customer experience is about winning a customer, not just a transaction
• The importance of emotional intelligence and why it will never be replaced by AI
• How to effectively engage with customers
• Why you need to build a strong internal culture in order to succeed in customer success
• How AI can help predict customer behavior and improve service
• Why personalization in customer service enhances loyalty
• How taking risks can lead to innovation in customer experience.

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