In this episode of the CX pod, Merete and Joanna welcomeMiriam Agnese, the head of analytics at Allente, to discuss her journey intocustomer experience and the importance of data-driven decision-making. Miriamshares her experiences in transforming customer journeys, the significance ofcustomer journey mapping, and how data can drive meaningful change withinorganizations. The conversation also touches on the balance between technologyand human interaction in enhancing customer experiences.

The episode also delves into the intricacies of customerexperience (CX) programs, emphasizing the importance of operationalizing theseinitiatives effectively. They discuss the role of technology, particularly AI,in enhancing customer engagement and the challenges posed by survey fatigue.The conversation highlights the need for companies to build trust in acompetitive landscape, focusing on customer retention over acquisition. Theintegration of voice of the customer into journey mapping is explored, alongwith the adoption of new technologies. The episode also touches on the futureof AI in CX, emphasizing hyper-personalization and the balance between digitaland human interactions.

If you want to follow Miriam on LInekdin, she is foundhere: https://www.linkedin.com/in/miriamagnese/