In this episode, Jan chats with Sabine Oberhausen, who shares her journey from MarCom to customer experience (CX) champion at PYÜR Telecommunications. Sabine's now focused on simplifying customer journeys via technology. But for her the heart of CX still lies in those make-or-break moments when customers just want to talk to a real person.

Here are the key takeaways:
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‍1. Balance AI with Human Touch: While digital tools and AI are transforming CX,  human interaction remains critical, especially during high-stakes moments.

2. Empower Frontline Service Workers:  Frontline workers are your real brand ambassadors. By fostering a greater sense of ownership and autonomy, these people will make the difference for your CX goals.

3. Sharing Best Practices:Encouraging employees to share their experiences not only improves overall performance but also strengthens team recognition and collaboration, allowing the entire organization to grow.

4. Communication and Engagement: Carefully explain the "why" behind CX strategies, making sure that teams understand and feel connected to the CX vision, rather than just being told what to do.