Authentic CX in a High Tech World

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In this episode of ‘Gator Aid, host Terence McCarron sits down with Danielle Chinitz, OpinionRoute’s SVP of Client Experience. Danielle shares her insights on what makes a successful CX program, including understanding the client’s business, building authentic relationships, and measuring and iterating.

Danielle also emphasizes the importance of happy employees and their role in delivering a great customer experience. Tune in to learn more about CX and its impact on the industry.


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01:19 Danielle’s background in MRX and her journey in and through OpinionRoute.

09:25 The importance of client experience and alignment with market research firms

09:59 Why “everything’s fine” is a red flag in customer feedback

11:43 DIY and CX philosophies: Repel or overlap?

12:25 Automation causes misalignment between sample suppliers and market research firms

14:44 Importance of human connection in client experience

15:10 Seeking inspiration from consumer touchpoints and CX resources

17:56 First step in starting a CX initiative: Assess current state and establish goals

23:06 Importance of internal team satisfaction for a positive customer experience

23:49 Danielle talks about the impact of the people at OpinionRoute.

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