How to build a CX program and transform your business

Part One

CX Network

Customer experience management

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Customer experience

In a time where customer experience separates the winners from the losers in many markets, CX must be more of a priority for ALL businesses.

According to recent research, 89% of customers left a company following a poor customer experience and began doing business with a competitor.

For years, companies championed NPS surveys, CSAT scores, web feedback, and other sources of data as the drivers of “customer experience” - however, these singular sources of data don’t give a true, comprehensive view of how customers feel, think, and act.

As the first in a two part series, this whitepaper provides a step-by-step guide for building a sustainable foundation for customer experience programs that will transform your business.

Access this 21 page whitepaper for practical insights on:

  • How most businesses organize, manage, and carry out their customer experiences
  • The dangerous process inefficiencies that can lead to serious problems across the customer experience and permanent financial losses
  • How to combat the conflicting priorities that complicate delivering the perfect customer experience
  • Protecting your clients from falling into the customer experience abyss’
  • Achieving advocacy with employees and customers
  • Establishing programme leaders that create a unified view of the voice of the customer
  • The governance structures that lead to the best CX success
  • Big insights – how to manage customer data so that it is useful
  • How to find out what your customers are not mentioning
  • Coordinating the various business functions and their stakeholders including digital, brand, strategy, UX, retail, design, pricing, membership, logistics, marketing, and customer service