EP 201 - Tom Carnewal (Customer Cross Company) Improving Customer Experience with Friction Hunting

Today on the show, we have Tom Carnewal, founder of Customer Cross Company. In this episode, Tom discusses his role as a Director of Digital Transformation and introduces Carnewal Consult's new brand, the Customer Cross Company. He outlines how they help mid-sized companies with recurring revenue models to set up or evolve their customer success teams. Tom presents key findings of their research, which highlights the importance of tracking usage data and the ineffectiveness of C...