Thursday, February 11, 2016

Who's Your Customer Experience Custodian?

Who is the customer experience custodian in your organization?

I was recently interviewed by CSS Corp for their CXpert Speak series. The customer experience custodian was just one of the topics we discussed.

As you probably know by now, I'm always happy to talk to anyone about customer experience and employee experience. So if you ask for my thoughts on these topics, I'll fill your ears, for sure!

The question topics were varied and a bit thought-provoking; the questions I answered are listed below. The interview was posted on LinkedIn, and I've noted some additional thoughts on one of the topics inline below.

1. Is Customer Experience an integral part of your strategy and consulting initiatives? In your view who should be the custodian of Customer Experience Management in any organization?

In addition to the response I gave, I would add (from my post Is Your Customer Experience the New Normal?):

Once the customer experience is ingrained in your DNA, the CCO role is no longer necessary. That's a true "what the hell is customer experience" culture.

2. What are some of the new trends you observe around Customer Experience Management strategies that are becoming critical?

3. Big data/analytics are some of the key areas of investments marketers are recommending for businesses to differentiate. Would you like to share any insights from your organization or any best practices you are observing from the CMO world?

4. What are some of the other significant trends you believe will impact customer and brand experience in the next 5 years?

5. How can technology support play a pivotal role in delivering superior customer experience? What are the other key touchpoints (other than support) to consider in order to deliver seamless customer experience to the end consumers?

To see how I answered these questions, check out the post on LinkedIn.

Customer experience is the new advertising department. -Max Kalehoff

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