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The frustrated leader looks to the heavens, shaking their fists toward the sky. “It seems so obvious,” they shout. All around, trees empty themselves of scattering birds. Ok, maybe the picture I’m painting is a
Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. CX teams that collaborate cross-functionally are 27% more likely to have a high or very
Are you measuring, or just calculating? We’ve all been there. We’ve watched as a presenter, equipped with incredible data and very good intentions, points to numbers on a screen or in a document. You see
Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? If
Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These teams
But how can you take shortcuts with your customer experience? Do’s & Don’ts…
In this course, customer experience expert Jeannie Walters walks you through creating a positive customer experience. Jeannie explains how to understand your customer’s end-to-end experience, or customer journey, and goes over the steps to build an effective customer experience strategy.
“Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional
You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. Where does this organizational magic come from? In a
