MyCustomer's latest webinar shares advice on measuring the maturity of your organisation’s customer experience programme, and what steps you need to take to make it world-class.
Today’s customer experience (CX) programmes provide a crucial opportunity for differentiation beyond price and quality.
Yet, ironically, many organisations are delivering comparable experiences because their CX programmes have hit the same brick wall: they can capture customer insights, but are unable to turn insights into action and drive organisational change – which is the hallmark of a truly world-class programme.
How do you know if you’re one of those stuck in the rut – and how do you push past it?
Listen on-demand and join MyCustomer managing editor Neil Davey and Rachel Lane of Medallia to explore how to assess the maturity of your current CX initiative, and understand the best practices and steps involved in developing and reiterating towards a world-class CX programme.
As part of the best practice advice, Rachel shares insights and examples of how you can find and surface that big, impactful CX story from your feedback data to gain organisational buy-in, as well as recommending ways to optimise your programme so that it is always proactive, relevant and embedded in your organisation.
The webinar concludes with a live Q&A.
You will learn:
- How to understand your CX maturity
- The CX goals to move your programme forward
- How to surface that BIG story from your feedback
- Best practices for a proactive CX programme
About Neil Davey
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.