Customer Persona Simplified - Asia Pacific
Customer Persona Simplified (CPS) is a business proposition designed to promote and drive the age-old mantra that Customer Experience still relies heavily on the people who serve the customer. There is a perception that technology will replace the people managing customer experience. Chatbot, Speech Analytics etc are suggested by some pundits to replace the people element in delivering customer experience. Technology is essential for customer experience. But CPS argues that technology is and will remain an enabler and not the end solution for improving customer experience.