Customer Experience News 136: CX Observation, CX Metrics, Bain Insights & Telstra

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX

Customer-Centric CX Metrics (3-4min) Customer centricity champions Peter Fader and Sarah E. Toms write for CustomerThink on the dangers of using a single metric to represent all customers, and how correcting this common problem can make your CX strategy truly customer-centric. Designing …

Customer Experience News 97: Customer-Centric Culture, CX Budgets and Leadership

Alex Allwood Customer Experience, Customer Experience News, customer-centric culture 0 Comments

4 Strategies to Inspire a Customer-Centric Culture (3min) Even the most well-resourced customer experience program cannot succeed without employee buy-in across the business. This article from CustomerThink outlines four simple, yet …