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Introduction to CX
A general overview of what customer experience means and how its important to business development
Customer Experience, Whose Business Is It?
What roles should own the customer experience in an organization? Some people say it is the CEO, some people claim it should be the CMO. Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization. And some people argue that if the ownership is shared across the organization, no-one really has the responsibility to make things right. The truth is, a large part of the organization does indeed influence the customer experien
How to improve Customer Experience
Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. This will lead you to reduce churn and increase your revenue. Why Do You Need Customer Experience Management?
Why every company needs proper customer experience management?
89% of companies believe that they will primarily compete on customer experience going forward](https://www.gartner.com/smarterwithgartner/customer-experience-battlefield/). Still, very few companies are able to systematically [manage their customers’ experience Companies are obviously different, and they have very different reasons why they are not able to take things into control in this field. Some of the most often occurring reasons include: Some companies just don’t have the technical