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Client Interview Series: Ding Yi at Ant Financial

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is a globally renowned consulting firm in the service industry, and that the influential COPC CX Standard has provided the industry with guidance and best practices in customer experience measurement and management. Internally, next-generation customer service positions the customer service centre as a strategic value creation tool.

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Is talking with them going to be a good use of our time? Stakeholders, known and unknown, can range from the C-Suite to frontline management to individual functions like IT and procurement to external consultants. They’re sizing up your salespeople and wanting to know: Are they credible?

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