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Modernizing Your CX Program

Walker is here in Las Vegas this week attending EMC’s annual customer and partner conference, EMC World, along with over 15,000 other attendees from more than 100 countries.  This year’s event tagline is “Modernize” and more specifically how modernization strategies and technology automation will transform business.

EMC’s Total Customer Experience (TCE) booth is a showcase for how the company has been deploying cutting edge CX practices to modernize the customer experience.  One of several cool interactive features is the Experience Visualizer wall, which is being used to collect, display and share feedback from customers in real-time.

In this three part blog, we’ll take a look at how each of the EMC World themes of Modernization, Automation and Transformation can be applied to your CX program.  In part one we’ll start by looking at approaches that can be used to start modernizing your CX program.

As customers continue to modernize, so must the avenues we use to collect their feedback.  No longer can CX professionals expect customers to broadly share their feedback with anyone and everyone through traditional outbound surveys.  Instead it is imperative that we enable “in-the-moment” feedback channels convenient for the end-user – whether that’s through customer conferences (like EMC World!), social media, user forums, community spaces, or during their “live” sales, service and support interactions with your company.

Understanding customers on their terms and implementing appropriate initiatives based on their feedback will guarantee a better experience, in-turn providing a CX differentiator!

If you happen to be attending EMC World, please stop by and see us at the TCE booth (#247).

 

About the Author

Sean Clayton

Sean Clayton

As senior vice president and strategic account manager, Clayton works with Walker’s clients to help them increase customer retention, accelerate growth, and improve profitability. Clayton brings more than twenty years of experience in the customer satisfaction and loyalty industry. Most recently he was responsible for the management of Ipsos Loyalty’s CX initiatives with West Coast-based technology sector clients, serving as senior advisor during the design, insights generation and deployment phases of their global programs.

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