Do you know your customer's objectives, challenges, and timeline? If not, you might be practicing random acts of customer success. Your customer could feel like you're executing acts at them rather than for them.

In this episode of Customer Success Leader, we sit down with the Founder and CEO of DesiredPath, Kia Puhm. We discuss:

• What failure looks like in customer experience
• Random acts of customer success vs. Holistic customer success
• Why customer mapping helps CX as well as marketing
• Moving the burden of intent from human to machine

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For more info, check out customersuccessleader.com or send a message to hello@flatfile.io.