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Customer Experience: From Purpose to People to Performance to Profits

CATALYST TO CUSTOMER EXPERIENCE VALUE

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Building a successful CX programme is an investment in time and money, and everyone at your company needs to be ready to make that commitment. In other words, the key to success is corporate engagement, from purpose to people to performance to profit. The problem we’re seeing is, not everyone is ready to commit and engage in improving the customer experience.

Don’t fret, this article, From Purpose to People to Performance to Profits will walk you through the many facets and components of corporate engagement. The information found in this article will explain what you need to focus on to create better experiences for your customers while building a successful CX programme.

The article, written by Barbara Porter, Executive Director at Ernst & Young tells you

  • How to align your CX strategy “purpose”, so you have a seat at the executive table.
  • What an impact both positive and negative employee perceptions and engagement levels have on your customers’ experience.
  • How you need to implement key VoE and VoC programme best practices to ensure your programme’s success.
  • What it takes to align your physical, communication, and emotional company culture.
  • How you define and develop a measurement strategy for your customer experience programme.

The success, or the failure, of a business depends on the decisions and actions of executives, and employees. In this article you will learn how to gain executive alignment, build a positive company culture, and measure your CX programme to ensure success.

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