Experience Investigators

OCTOBER 17, 2023

Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

1 to 1

DECEMBER 13, 2021

Internally, the North Star should serve as the core goal and motivational vision you aim to deliver—from the contact center to your website and in-store or app experience. Externally, your North Star comes to life as your CX promise (vow) and poises your customers to recognize your brand.

CX 26

CX Customer Journey Map Customer Retention VOC 26

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132