Great customer experience doesn’t happen by chance—it takes the right mix of leadership, innovation, and strategy. In this episode of CX Unlocked, Pascal Gerald Daniel joins the conversation to share his perspective on what truly drives CX transformation.
With 20 years of experience working with Fortune 500 brands like Nokia, Orange Business Services, and Siemens, Pascal has led CX initiatives across industries and continents. He talks about the common mistakes companies make when scaling CX, why automation should support—rather than replace—the human touch, and how cultural differences shape customer expectations.
He also dives into how businesses can move beyond outdated CX metrics, empower teams to take initiative, and create customer journeys that deliver real value. Whether you're in tech, fintech, health tech, or enterprise services, this episode is packed with insights to help you rethink and refine your CX approach.
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Want to watch it on YouTube instead? https://youtu.be/LLXnuMoyIkc?si=b3pZlxpkbqh5JraD
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