EP17 - Your Customer isn't Your Consumer

Hitesh introduces his upcoming book 'CX First' (more information on www.hiteshbagai.com) and discusses the difference between customer and consumer experience, emphasizing the impact of end user influence and the importance of the bridge between buying decision and daily reality. He also touches on the complexity in healthcare and pharma.

Takeaways

* Customer vs. Consumer Experience
* The Buyer User Divide Framework

#customerexperience #cx #servicedesign #cxo #businessstrategy

Видео EP17 - Your Customer isn't Your Consumer канала Hitesh Bagai