With changing customer demands, the roles and responsibilities of
the customer experience team will need to evolve to include the
following roles: Chief Customer Office (CCO) - there must be
How do you know if you have the right team assigned to help
implement and drive customer strategies from your Voice of the
Customer Program? These questions will help you: Is there an
Sales needs timely customer insights that will help them focus on
the issues that matter to existing customers and new prospects.
They also can benefit from intelligence that will help them know
The following tools make it easy for customer-facing teams to
identify if there are issues that need to be addressed or
opportunities to leverage: Predictive Analytics: Predictive
analytics help teams...
The framework features three important steps in your journey to
drive results. Destination - An important aspect of results is
establishing your destination…what are you setting out trying to
Focus on these three activities to gain support from senior
leaders: The payoff - show senior leaders that customer-focused
actions have an impact on the business. The plan - Share the
Here are five key questions all Customer Experience (CX)
professionals must ask. Do we have the right culture? Possibly the
toughest aspect to control is the culture of the organization. The
Visuals are a powerful way to communicate customer intelligence.
There are so many different ways to visualize customer feedback.
You can use graphs, bubble charts, customer comments, summary