Rob Wilkinson: Hello and welcome. I’m Rob Wilkinson at CX Today, and today we’re taking a closer look at why resolving a customer issue isn’t always enough to earn their loyalty. If you’re challenged with improving customer retention, advocacy and brand preference, or if you’re exploring how AI can help create more relevant and connected customer experiences, stay with us. Today I’m joined by Pasquale DeMaio, Vice President at Amazon Connect, who has a clear view of how organisations are rethinking CX right now – not simply as a cost to manage, but as one of the ways a business can build stronger relationships and long-term growth with their customers. Welcome, Pasquale. Thank you so much for joining us.
Pasquale DeMaio: Thanks. It’s so good to be here. I really appreciate the time today.
Rob Wilkinson: Let’s set the scene for our audience a little bit, Pasquale. Your recent blog made a fairly uncomfortable point: failure might not be the biggest reason why…
https://cxtoday.com/why-resolution-is-no-longer-enough-for-customer-experience-leaders-aws-cs-0185
