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Four tips to align CX with your senior leaders

Customer experience professionals can benefit from understanding how their leaders view the impact and value of customer experience. Secure a strong connection to ensure that the full benefit of your work is realized. Here are a few ways:

  1. Speak their language. CX professionals must do more than report satisfaction scores and customer ratings. CX initiatives must be linked to key company indicators such as growth, profit and valuation.
  2. Align CX with corporate strategies. Every executive has key strategies they are pursuing. Show how CX aligns with (and can enhance the executive’s ability to implement) those strategies.
  3. Tie to innovation. Executives see product and service innovations as both a component of the customer experience and necessary for success. CX professionals can have an impact by looking for ways to collaborate with colleagues responsible for innovation.
  4. Leverage analytics. Every executive wants to be a step ahead of the competition, yet CEOs rated their use of analytics relatively low. CX professionals can excel by effectively leveraging the use of predictive analytics to help their company anticipate current and future needs of customers.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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