Elevate CX With Ecosystem Thinking
A complimentary Forrester webinar
Customer Experience (CX) leaders drive higher brand preference, grow revenue faster, and can charge more for products. Unfortunately, Forrester’s Customer Experience Index reveals a worsening CX leadership gap. And competitive pressures keep increasing.
To survive, companies must become customer-obsessed and ensure that the great experiences promised to customers are actually delivered. How? By making the interlocking parts of the CX ecosystem — including employees, partners, and operating environment — work together.
During this webinar, Principal Analyst Joana van den Brink-Quintanilha, and CX Global Council Director, James O’Connor will discuss and provide real-life examples of how CX disruptors and innovators differentiate with CX. You will learn how to:
- Align your CX vision with your brand promise and support your employees in assimilating it into their roles to deliver consistent omnichannel experiences.
- Communicate the importance of linking customer journey maps to deeper layers of the CX ecosystem to shape decision-making.
- Identify the right metrics that stimulate and reinforce a culture of customer obsession.
Date and time:
Tuesday, Oct 2, 2018
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CX Global Council Director
Joana van den Brink-Quintanilha