Agriculture can be one of the most unpredictable industries in the world. Despite best-laid plans, the only thing you can predict is that, inevitably, something unexpected is going to happen each season. How you prepare for these moments when “things go wrong” can be the difference between a satisfied or disgruntled customer. In this session, Andrea will speak about the customer-centric problem-solving approach BASF took to address these tough touchpoints and the process for redesigning a highly emotional and frustrating moment that matters in their customer’s journey.
CXps 2024 | Big Idea #2 | Turning Turbulence into Triumph
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