To survive the economic downturn of 2008, organizations worldwide had to become experts at customer retention, giving rise to a new discipline, Customer Experience (CX).
In the early days of the downturn, the individuals tasked with improving CX faced baptism by fire. Focused on end-to-end customer experience initiatives, they used the prevailing sense of urgency to drive CX initiatives across departments, identifying the need for cross-channel communications and advanced journey mapping.
The results of their efforts brought increasing respect to, and dependence on, CX as a discipline.
Today, enterprise organizations see CX as a key business objective, not only for customer retention, but to attract customers, drive revenue, and create brand advocates.
Where did those individuals come from and how did they manage to persevere, and prevail, in a loosely-defined, closely-scrutinized position?
To find answers to those questions and more, we spoke to a panel of seven CX leaders from the Financial Services and Insurance industries around the world.
A first of its kind, this eBook features insightful answers to the following questions and more:
- What hurdles face customer experience executives today?
- How is the C-Suite talking about customer experience?
- What does the future hold for CX?
- What's different about customer experience today and where will it be 5-10 years from now?
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We hope you enjoy it!