In this episode of Customer Service Secrets, Gabe talks with Mary Drummond. Mary is the CMO at Worthix, a customer survey company, and the host of a podcast called The Voices of Customer Experience. Mary has a wealth of knowledge on customer experience, exploring what the term "customer experience" should mean, and what we're missing within our current definition. Tune in to learn how social proof and brand identification fit into customer experience and learn five key factors that influence purchase decisions.

Intro 0:11
Trends and Problems Facing Customer Service Leaders 2:15
Customer Experience Professionals Association 3:08
Customer Expectations 10:08
Customer Service vs. Customer Experience 11:06
5 Main Drivers: Purchase Discussions 17:43

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