Episode Details

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.

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