on their terms and put them in control
Are you designing the experience for the customer, or simply shaping it around your own processes? In this fourth principle, we’re exploring why giving people a sense of control isn’t just a nice-to-have, and why nothing kills trust faster than being trapped in a chatbot loop when all you want is to speak to a human.
TAKE A LISTEN
To discover more, check out the full podcast episode: The Customer Experience Lab — CX Principle 4: On their terms and put them in control.
🎧 Listen on Apple Podcasts
🎧 Listen on Spotify
🎧 Listen on Amazon Music
