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In this episode of Trending Chats, Shirish Shrinet, Senior Solutions Advisor at SAP, explores the most overlooked secret to CX success and how businesses can bridge the gap between automation and human interaction.
From choosing the right channels to using AI without losing the personal touch, we’ll uncover strategies to create meaningful customer experiences that drive loyalty and growth.
Tune in now to learn how to connect with customers in a way that truly makes an impact.
00:05 – Welcome + the simplest way to delight customers
00:26 – The core idea: meet customers in their preferred channels
00:55 – Why it matters: trust, confidence, and feeling heard
01:34 – Step 1: choose channels and prepare teams + processes
01:53 – Step 2–3: respond fast, and keep the human touch (don’t over-automate)
Learn more about customer experience solutions from SAP: https://sap.to/6054Cr8Bp
🎧 More episodes of the Trending Chats podcast:
Watch on YouTube: https://sap.to/6055Cr8BV
Listen on Spotify: https://sap.to/6056Cr8Bn
Listen on Apple Podcasts: https://sap.to/6057Cr8BX
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