{"id":158441,"date":"2025-12-30T06:45:04","date_gmt":"2025-12-30T11:45:04","guid":{"rendered":"https:\/\/www.etechgs.com\/?post_type=podcast&p=158441"},"modified":"2025-12-30T06:45:04","modified_gmt":"2025-12-30T11:45:04","slug":"the-customer-experience-lie-thats-costing-you-millions","status":"publish","type":"podcast","link":"https:\/\/demo.etslabs.ai\/etech26\/podcast\/the-customer-experience-lie-thats-costing-you-millions\/","title":{"rendered":"The Customer Experience Lie That\u2019s Costing You Millions"},"content":{"rendered":"

Every business says customer experience matters \u2014 yet many organizations still treat it as a cost center instead of a growth driver. That disconnect is costing companies far more than they realize.<\/span>\u00a0<\/span><\/p>\n

In this episode of the\u00a0<\/span>Etech Leadership\u00a0&\u00a0CX Podcast<\/span><\/b>,\u00a0<\/span>Jim\u00a0Iyoob<\/span><\/b>\u00a0sits down with\u00a0<\/span>Camila Ferreira<\/span><\/b>, Global Customer Experience Leader and Strategist, to unpack one of the biggest misconceptions in CX today \u2014 the belief that customer experience lives only within customer support.<\/span>\u00a0<\/span><\/p>\n

With over 20 years of experience leading CX transformations across the US, Latin America, and Europe, Camila explains why real customer experience must span the entire business journey \u2014 from sales and onboarding to service and support. When CX is isolated, growth stalls. When\u00a0it\u2019s\u00a0connected, it becomes a powerful engine for revenue, retention, and loyalty.<\/span>\u00a0<\/span><\/p>\n

This conversation goes beyond trends and tools. It focuses on what\u00a0truly moves\u00a0the needle: aligning people, processes, culture, and technology \u2014 including AI \u2014 without losing the human connection that customers and employees value most.<\/span>\u00a0<\/span><\/p>\n

About the Episode<\/span><\/h3>\n

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This episode explores how organizations can shift from viewing CX as a cost to treating it as a strategic advantage.<\/span>\u00a0<\/span><\/p>\n

Camila shares why simply relabeling customer support as \u201ccustomer experience\u201d\u00a0doesn\u2019t\u00a0solve the real problem \u2014 and how leaders can unlock far greater value by connecting every stage of the customer journey. The discussion also dives into AI adoption, explaining why technology should amplify strong processes, not mask broken ones.<\/span>\u00a0<\/span><\/p>\n

You\u2019ll\u00a0also hear practical insights on why employee experience and customer experience are deeply connected \u2014 and why sustainable CX improvements\u00a0can\u2019t\u00a0happen without investing in both.<\/span>\u00a0<\/span><\/p>\n