#24 Customer Experience Resurgence: The MoviePass Story

On this episode, Frances Molina, the CX manager at MoviePass, discusses the history and revival of MoviePass, the challenges of resetting customer expectations, and the importance of cross-functional collaboration in delivering a great customer experience. She shares insights on creating a knowledge base and simplifying information for customers, as well as the significance of customer journey mapping. Plus, she and Lauren dive deep into various aspects of customer experience and how to effectively address customer needs while also looking after your CX team.Tune in to learn:The history of MoviePassHow to reset customer expectations for returning customersNew implementations that helped re-educate customersHow to create a knowledge base that is easy to understandWhat is the most important thing to remember when building a customer journey mapWays to approach cross-functional collaborationHow to manage customer problems that don’t reach the scale that other teams find importantWhat are the huge obstacles for MoviePass 2.0--How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.--Mission.org is a media studio producing content alongside world-class clients. Learn more at http://www.mission.org. –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.