
The Experience Revolution: From Broken Systems to Billion-Dollar Opportunities
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About this listen
Episode Links:
- Forrester Research on Inclusive Design ROI.
- CMSWire - Digital Accessibility Drives Customer Loyalty.
- Baymard Institute Accessibility Statistics
- Qorus Global - Chase Bank Accessibility Approach
- GovTech - New York's Customer Experience Report
- CX Dive Interview with Tonya Webster (November 2023)
- New York Experience (NYX) Website
- Nielsen Norman Group - UX vs CX
- CMSWire - Bad Customer Service Examples
Additional Resources:
- Governor Hochul Announces Webster's Appointment (October 2023)
- Digital Spy - Virgin Media Deceased Customer Bill
- United Breaks Guitars (Wikipedia)
- Marketplace - United Breaks Guitars Analysis
- StateScoop - Meet NY's Chief Customer Experience Officer
- HelpCrunch - Customer Service Horror Stories
- Spokal - Social Media Customer Service Examples
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