In his latest, best-selling book, Prof. Dr. Phil Klaus reveals how to design and execute the most profitable CX strategies and management practices. During the last ten years he conducted multiple global studies leading to some interesting finding about CX. This presentation answers some of the questions every CX manager is asking themselves, or is being asked by their CEOs. Prof. Dr. Phil Klaus reveals:
The #1 reason why CX programs fail.
Why 3% - the Vanguards - outperform all other programs by up to 600%.
Why most CX programs leave 'money on the table.'
The most important stage of the CX.
What drives CX profitability.
What CX practices do not work, and why.