This year marked the 21st anniversary of Pine and Gilmore’s Experience Economy, with customer experience management reaching age of majority across the globe. However, CX Maturity level-wise, most global brands and companies still linger in their infancy or, at most, tumultuous teenage years.
The presentation explores top 3 challenges and solutions to overcoming them
– having the right customer-centric culture, framework and program in place
– drawing from customer-obsessed lead research and consultancy practices as well as...
– CX leaders across industries.
This presentation forms part of the online Festival of NewMR series. Presented by Andreea Coca from Kantar.
Build awareness and
Define the structure
Prioritize and prove
4. Maintain and optimize
Do you know where you are?
Which one would you say it is?
Does your CX vision align with your Brand Promise?
Create outstanding employee experiences
Create outstanding customer experiences
Deliver on brand promise
Have you broken the silo mentality?
Year 1 – Q1 Year 3 – Q3
Employee commitment Customer satisfaction
Increase in store
How are your EX and CX connected?