CX Leaders and Heads
Needs to drive the best possible customer experience by bringing different organisational silos together
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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