Ahead of his session at CXN Live: Digital CX 2021, customer experience chapter lead at Roche, André Grandt shares his top tips for digital CX success.
CX Network: What has been the digital CX success you've been most proud of in your career so far?
André Grandt: The digital CX success that I have been most proud of recently is that at Roche we have been able to create an understanding of what digital transformation means, why it is important for the overall experience we are delivering to our customers and ultimately the feeling of excitement and curiosity about moving digital CX forward collectively with our external customers and patients.
CXN: What is your golden rule for digital CX success?
AG: At any time, stay as close to your customers as you can. The needs of your customers is your destination; your customers are the pilots of the transportation. Get to know your pilots the best you can, and they will take you to where you need to go - and know the shortcuts as well.
To learn more from André about digital CX, register for CXN Live: Digital CX 2021.