Why Customer Experience is Customer Satisfaction
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Mariana Machado is the Customer Behaviour Director at Accor Hotel Group. In this interview conducted as the recent CX Excellence World in Paris, she talks about the meaning of customer experience, how to measure customer behavior and emotions, how to segment a large customer base, and she shares a top tip to create a customer-centric strategy.
For more from CX Excellence World, also have a look at:
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- CX TALK: The Key to Effective Customer Journey Mapping According to Copenhagen Airports
- CX TALK: Outsourcing Your Customer Experience and Service Functions: A Good or Bad Idea?
- CX TALK: C-Level Debate – Winning Approval and Obtaining Investment to Drive Customer Experience Programmes Foreward
- CX TALK: How Lego Builds a Bridge Between Digital and Play for a Unified Customer Experience
- CX TALK: How Digital-Only Brand TourRadar Boosts Conversions Through Customer Reviews and Ratings
- CX TALK: How the Customer Service Director of Euroloan Group is Building Customer Experience Excellence
- CX TALK: How Vodafone is Anticipating, Predicting and Delivering Customer Experience Excellence
- CX TALK: How Nordea Turn Their Customer Data Into Actionable Insights
- Top 5 Takeaways From CX Excellence World: Data, Insight and Personalisation
Mariana Machado is the Customer Behaviour Director at Accor Hotel Group. In this interview conducted as the recent CX Excellence World in Paris, she talks about the meaning of customer experience, how to measure customer behavior and emotions, how to segment a large customer base, and she shares a top tip to create a customer-centric strategy.
Topics:
Customer Experience
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