In this episode, Carlos and Francois discuss the importance of centralizing feedback collection to enhance customer experience (CX). They explore four key strategies: focusing on the right feedback, ensuring compliance with regulations like GDPR, leveraging AI and automation for efficient feedback processing, and building strong data governance to manage feedback effectively. The conversation emphasizes the need for actionable insights, the role of technology in filtering and analyzing feedback, and the importance of a structured approach to data management in CX.

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Chapters

00:00 Centralizing Feedback for Enhanced Customer Experience
06:09 Ensuring Compliance in Feedback Management
11:54 Leveraging AI and Automation in Feedback Collection
17:17 Establishing Strong Data Governance for Feedback

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