…ager who manages the team of agents and specialists who talk to our users and resolve their issues. Getting to know our CX partners and checking in with them regularly helps designers build more empathy towards our customers. We also dig into some of the CX tools to go deeper into users’ problems.
In Internet culture, there is a “1% rule” that describes the participation rate of an internet community: only 1% of the participants of a community actively create new content, 9% of the participants edit content, and 90% of the participants only view content.