about this episode
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00:00 Intro to Tiffani Bova
01:10 Defining customer experience
02:32 Who should own customer experience in a startup?
04:08 Does it make sense to add friction to reduce churn?
07:09 Understanding why customers churn
10:13 The best way to capture data to understand your customers
13:03 Anticipating customer needs with data
15:35 The benefits of chat boxes in delivering better service
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