Beth Coppinger explores:
The definition of customer experience (CX). (02:01)
Utilizing the practice of customer experience management to develop and deploy strategic plans that enable the business to come together cross-functionally to create a customer-centric culture which enhances customer satisfaction, loyalty and advocacy. (02:40)
Real-world example from Lenovo on how to use the customer voice to shift organization mindset and culture. (06:56)
Real-world example from Dow on correlating operational metrics, with customer experience metrics and business metrics to prove out the ROI of CX investments. (10:04)
What will become more relevant to understanding customer wants and needs over the next three years. (13:48)
Key actions leading supply chains can take to become a more customer-centric organization. (16:26)
