Customer Experience is impacted by the decisions companies make, the systems they build, and the people they hire. A fully formed CX strategy requires buy-in from the C-Suite because it affects every part of the business. To drive CX projects forward, practitioners need to be able communicate in “C-Suite Speak” to have an impact on the business. Diane Magers has worked with some of the most recognizable brands in the world and this week she helps us think about the ROI of CX and how to communicate it effectively.
This week on Next in Queue, we touch on:
· Customer Experience vs. Experience Management
· CX Indicators vs. CX Measures
· Why Employee Experience affects Customer Experience
· Why a formalized decision-making process is critical to success
· What journey mapping accomplishes and who should be involved in the process
· The power of questions and change leadership
Connect with Diane on LinkedIn – https://www.linkedin.com/in/dianemagers/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
