How to Scale Customized CX

Eric Crane

Posted 12/8/2020

Being on the receiving end of a customized customer experience is the warm, fuzzy feeling every customer loves. But how do organizations personalize their CX at scale?

Can every customer get the warm fuzzies?

Teresa Anania, VP of Global Customer Success & Renewals at Zendesk, thinks — to some degree — every customer can have a customized experience. She shares her CX strategy with us, as well as

  • How to develop an outcome-based approach with high-touch customers
  • How to engage an entirely remote CS team
  • Advice for new CS leaders

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