Customer Experience Leadership

Learn about customer experience from the leadership level. Explore ways to engage your employees, listen to your customers, build a culture of customer advocacy, and more.

Introduction

• What does customer experience (CX) look like?

1. Establish Your Approach

• Establish a broad understanding of customer experience
• Define and communicate your vision and goals
• Build on a foundation of employee engagement

2. Listen and Respond

• Execute a voice of the customer strategy
• Establish key performance indicators
• Boost the strategic value of customer service

3. Educate and Design

• Tell your customer’s story
• Build your dashboards
• Shape supporting processes and technologies

4. Inspire and Innovate

• Build a culture of customer advocacy
• Strive for participation in product and service innovation
• Use governance to propel innovation

5. Build on the Momentum

• Rally support for investments
• Aspire to the highest level of leadership