The CX Files #43 - Kimberly Wyman

Learn in this episode:- Why mapping the happy path is the biggest mistake in CX design.- How to identify break points in a customer journey before they cause a crisis.- The secret to building executive trust by presenting mitigation plans upfront.- Practical ways to shift your team from building processes to building experiences.- How T-Mobile uses AI to translate complex engineer-speak into human-friendly support.Kimberly Wyman is the Vice President and Strategic Advisor at T-Mobile for Business. With over 20 years of experience leading global organizations, she has mastered the art of empowering frontline teams and scalable customer operations.--Want AI support that's insanely reliable without the usual setup time and operation overhead?Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based optimization.Join 625 leading businesses using Helpfeel to boost margin.Learn more: https://en.helpfeel.com