In Hannah’s shoes

Hannah is the Head of CX at a finance corporation

She needs to drive the best possible customer experience by bringing different organisational silos together

Her main focus is to be a customer advocate within the company and increase customer retention 

 

Road blocks she faces…

Inconsistent understanding of customer experience throughout the organisation

Ability to get focus and investment to change the customer experience

Ability to get cross channel/organisation view in a fast and efficient manner

 

Resonate: Moving the roadblock so that she can:

Understand the ‘reason’ behind the customers perception of the experience and work out how she can change that

Get relevant, realtime and rich insights to strategise and drive better customer experience

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