Empathy for the Frontline with Matt Dale

Episode notes

In this episode, Garima is joined by Matt Dale, Founder of Moxie CX, a CX consulting firm helping businesses improve their customer experience efforts through several offerings, including customer journey mapping, leadership coaching, renewal forecasting. Prior to this he was the Vice President of Customer Support at Renaissance Learning having held the position at Illuminate Education before it was acquired by Renaissance. Together, they discuss the importance of empathy towards frontline CX agents, and how that can help in bridging the gap between top management and the customer’s experience; navigating difficult decisions by focusing on what is urgent and what is important; and the recent, and potential future, evolution of the customer experience industry. Episode resources: Matt Dale on LinkedIn Moxie CX If you enjoyed this episode, then please either: Subscribe, rate, and review on Apple Podcasts Follow on Spotify Humans of CX is handcrafted by our friends over at: fame.so

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