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How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

Experience Investigators

OCTOBER 17, 2023

Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common?

CX 94
CX Customer Experience CX Transformation Net Promoter Score 94
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“1 slide, 1 beer, and the CEO:” How Jim Harwood kick-started Farm Bureau’s CX program

Qualtrics

SEPTEMBER 17, 2019

Fast forward four years and Jim had transformed Farmers Insurance’s approach to CX and driven up customer retention as a result. When you look at customer-centric organizations , what sets them apart is that they have processes and systems wrapped around the customer.”.

CX 35
CX NPS Touchpoint Start-ups 35
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