Great customer experience is not only a tagline. It delivers better business results.
This guide provides a description of customer experience management and the outcomes mature programs deliver, centered on five core competencies
Culture and Leadership
Gain executive sponsorship, publish CX values, align departments on common customer objectives, and benchmark against competitors.
Customer Experience Management System
Deploy operationally integrated programs that capture omni-channel feedback along the customer journey, identify key satisfaction drivers, and use those insights to improve the customer experience.
Gather holistic, authoritative views of customers and drive systematic, strategic initiatives to improve their experience.
Measure and act on employee engagement, empowering employees and instilling customer-centricity across the ranks.
Build programs that scale quickly, and test continuously to drive continuous customer experience improvement.