Becoming a CX Visionary: How Leaders Build a Customer-Centric Culture

Customer experience has surpassed both price and product as a key brand differentiator. Now, businesses must work to build a customer experience that is consistently excellent and can withstand both periods of uncertainty and changing customer expectations. At the same time, businesses are facing operational challenges as the ways we work change and hybrid work models become increasingly common. In this webinar, leaders at customer-centric organizations will share best practices to address these operational challenges and enable employees to successfully deliver positive customer experiences.

In this webinar, leaders at customer-centric organizations will share best practices to address these operational challenges and enable employees to successfully deliver positive customer experiences: 

  • Optimizing for the hybrid workplace – Team members must be able to access the knowledge and resources they need to drive excellent CX, regardless of when and where they are working.
  • Demonstrating clear ownership and governance of CX – Every area of an organization impacts CX, and it’s important for every function to understand the role they play—and the roles other functions play—so that everyone is working towards the same goals.
  • Prioritizing cross-functional collaboration – When employees across functions have a shared view of CX goals and a holistic view of the customer, they are better prepared to collaborate across teams and improve the overall customer experience.
  • Making customer insights and knowledge accessible in the flow of work – It’s critical for employees to be able to find and use customer insights and knowledge in real time. Easy access to the collective knowledge of the organization helps employees work more efficiently, assist customers in a timely manner, and deliver products and services that meet or exceed customer expectations.

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