Decoding information asymmetry in CX with Annette Franz

Описание: In this video, learn what Information Asymmetry is from Annette Franz. Explore how information asymmetry becomes a barrier to building a customer-centric culture and delivering seamless CX.

0:00 How information asymmetry hurts CX
0:27 What is information asymmetry
0:46 How it impedes a customer-centric culture
1:04 How it impacts customers
1:14 Impersonal CX
1:38 Agents blindsided by information asymmetry
2:25 Real estate - a real world example
2:50 How can brands address information asymmetry
3:23 Closing thoughts

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