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When does customer experience actually drive value, and when is it just an expensive vanity metric?

In this episode of WFM Unfiltered, we’re joined by Rick Denton, a seasoned expert in customer experience, to dissect one of the most controversial topics in contact centers: Is customer service a cost or a value driver?

With decades of experience in operational excellence, customer advocacy, and brand strategy, Rick brings a no-nonsense take on how businesses should really measure customer experience. Forget the fluffy feel-good metrics—this conversation is about hard ROI, brand loyalty, and the real impact of AI in contact centers.

🔥 Inside this episode, we break down:

• The dangerous myth of cost-cutting in customer service
• Why AI isn’t the magic bullet companies want it to be (and how it can help)
• How your support team can either enhance or destroy your brand’s promise
• What leadership gets wrong about “customer experience”—and how to fix it

For anyone in WFM, customer service, or leadership, this episode delivers brutal truths about budgeting, branding, and business survival. If you’ve ever felt frustrated by leadership's obsession with cutting costs at the expense of service, this episode is for you.

Watch now and level up your CX game!
🔔 Subscribe to WFM Unfiltered: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1

🎙️ Check out Rick Denton’s podcasts:
CX Passport: https://www.youtube.com/@cxpassport
The Loud Quiet: https://www.youtube.com/@TheLoudQuiet

📢 Show Links:
• RightWFM website: www.rightwfm.com
• Email: [email protected]
• Podcast email: [email protected]
• Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share
• YouTube Channel: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1

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