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The one where emotions drive experiences - Ariana Bucio COO at BP Gurus E183
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🎤🎞️Emotions are the heartbeat of every experience “The one where emotions drive experiences” with Ariana Bucio Chief Operating Officer at BP Gurus in CX Passport Episode 183🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:15 Injecting humanity into IT Services
5:45 The human approach to the service desk
9:04 XLAs instead of SLAs (What are XLAs?)
15:45 The Mexican approach to Customer Experience
18:13 1st Class Lounge
22:52 Airbnb’s customer journey mapping lessons
27:28 How customer experience influences rest of business
30:36 Closing Remarks and Final Thoughts
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Episode resources:
Ariana LinkedIn: https://www.linkedin.com/in/aribucio/
“Reflections on XLAs” - Mark Smiley: https://www.amazon.com/Reflections-XLA-service-experience-management/dp/B0CK45BHDY
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