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AT&T

Customer experience and trust: an AT&T case study
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Customer experience and trust: an AT&T case study

ByJosh Bernoff April 15, 2021May 3, 2023

When I worked closely with Harley Manning and Kerry Bodine, the authors of the customer experience book Outside In, I learned how most customer experience problems are rooted deep within corporate systems. That’s what happened to me this week in an interaction with AT&T. The odyssey of dropping a line from AT&T My son, a…

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