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In the first part of the series, new research revealed four Customer Experience plays to run now based on their findings:
Go narrow and deep. Instead of trying to be all things to all people, focus. Who can you serve best?
Invest in new buyers and influencers. There are more decision-makers and influencers in every deal, many of whom are new to the new conversation. Who is your customer now?
Simplify and centralize customer insights. Employees must know where to go to discover insights and resources to help them build rapport and relevance with today s buyers and influencers. How many Voice of the Customer (VOC) repositories does your organization have?
What is the customer experience of the future? What best practices do leading organizations deploy now to move from deep listening to deep understanding, from powerful statistics to powerful stories, and from apathy to action?
Delivering the customer experience of the future begins with leveraging the current shift in customer expectations and operating context as an opportunity to reset priorities and to ignite momentum.
Groundbreaking new research from Karen Mangia and Mathew Sweezey reveals how Experience Executives are redefining the customer experience and delivering on the promise of Customer Success. From their series of intimate one-on-one conversations with Experience Executives comes a new playbook for success and growth in the next normal.