Why Senior Management Need to Change Their Behaviour to Transform the Customer Experience
Mike Ashton, Managing Director of customer experience specialists ABCG, discusses why senior managers need to change their own behaviour if they want to improve the customer experience delivered by the entire organisation. My conversations with business leaders suggest that the challenge of delivering a customer experience (CX) that’s distinctive, consistent and proven to create commercial value tops the agenda in many board rooms. The principal concern appears to be planning, inspiring and exe...
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