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Customer Experience Professionals

Customer experience leaders must create experiences that meet or exceed customer expectations to drive profits.

To succeed, you must design outstanding experiences and the ecosystem to deliver them, demonstrate the business value of customer experience as a discipline, and lead its adoption across the organization.

Who this role is for:

Chief Customer Officer
Chief Experience Officer
Director of Customer Experience
VP of Brand Experience

Vice President and Group Director Moira Dorsey (01:31)

Challenges Facing Today’s Customer Experience Leaders

Transform the customer experience and the organization to deliver it:

Reinvent Customer Experience

The Customer Experience Ecosystem Playbook For 2015

Use digital to drive CX innovations and competitive advantage:

Digital Customer Experience Trends, 2015

The Digital Customer Experience Improvement Playbook For 2015

Use mobile moments to transform customer perceptions:

Three Key Features That Increase App Engagement

Use big data to design and deliver quality experiences:

The Data-Driven Design Revolution

Customer Experience Blog

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Latest Research For This Role

Report: How To Move Your Company's Line Of Visibility

Give Customers Greater Control Of Their Experiences By Exposing — And Hiding — The Right Elements Of Your Ecosystem

July 7, 2015 | Joana van den Brink-Quintanilha

Companies that excel at customer experience make deliberate and intentional decisions about where to place the line of visibility the conceptual divide in a customer experience ecosystem that...

Report: Augment Customer Journey Work With Expectation Mapping

Localizing Customer Experiences, Part 2

July 1, 2015 | Ryan Hart

Emotion is the most important dimension of a great customer experience (CX). As standards rise, CX professionals face the challenge of accurately accounting for this key emotional component, and the...

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Analysts Serving This Role

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Upcoming Events For This Role

Forum: ML SYDNEY 2015

September 15, 2015

Forum: CX SAN FRANCISCO 2015

October 22, 2015 - October 23, 2015

Forum: CX EUROPE 2015

November 16, 2015 - November 17, 2015

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