Crafting great detractor response experiences
Wesley Walser
11

Well written, Wes. I agree automated engagement can be effective when designed with intention. Jenn Downs, a former MailChimp UX Researcher has a great talk on automation that you might find interesting entitled, “Empathy Cannot be Automated”. https://speakerdeck.com/beparticular/empathy-cannot-be-automated-2015

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