Designing and managing a customer experience initiative that serves
a vast organization is a significant undertaking. The scope and
importance of such programs warrant having a team with the
Customer information exists in nearly every functional area of
today’s companies. Attempting to seek out, evaluate and integrate
the relevant sources of customer information provides real value.
Customer experience initiatives begin with a solid strategy that is
aligned with the objectives of the business. This means it is
essential to have specific goals and plans in place for CX
For CX professionals to be responsive to ever-changing market
demands, they must transition from being responsible for customer
listening to being the strategic architect of customer experiences.
Having the right tools available will give you the best chance to
understand customer issues. The survey is no longer the only answer
to gain customer insight. Consider the following: Company Metrics...
Collect stories through real life observations. Text analytics can
help turn customer words into emotion categories, such as
“surprise,” “disgust,” “confusion,” “delight,” and “satisfaction.”
Customers will expect companies to know their business inside and
out and use their knowledge to design products and services that
create a “frictionless” experience. To do this companies must: