Make Your Customer Experience Program Sustainable
The job of CX executives is to break the ego of business unit leaders
—Michael Brown
Focusing on specific emotions in the customer and employee experience that are proven to drive value would increase the odds for a successful customer experience program and gaining exponential benefits. And that’s huge because right now, the odds are that roughly two out of three customer experience programs (or we’d rather hope that they are set as functions) will fail to deliver tangible benefits. This is despite the fact that various studies have been consistently stating that the vast majority of executives believe that customer experience is the key to differentiate. Research by Engage ...
Get The Big Miss now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
