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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:

Customer Obsession Is An Employee Engagement Strategy, Too

The Customer Experience Ecosystem Playbook For 2016

Use digital to drive CX innovations and competitive advantage:

The Digital Customer Experience Improvement Playbook

Use mobile moments to transform customer perceptions:

The Things That CX Designers Worry About

Use big data to design and deliver quality experiences:

How To Measure Emotion In Customer Experience

Customer Experience Blog

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Latest Research For This Role

Report: Customers Need A Reason To Remember You

Use Strategically Placed Signature Moments To Create Memories

April 20, 2017 | Ryan Hart

Customer experience (CX) pros must understand that customers won't remember their experiences with the brand unless it evokes a memorable emotion or two. The irony is that the more friction-free the...

Report: Customer Experience Pros: Keep The AI Bandwagon From Getting Off Track

Building Compelling AI-Powered Experiences Requires A Four-Tiered Framework

April 18, 2017 | TJ Keitt

Companies are leaping at the chance to infuse their digital experiences with artificial intelligence (AI). Consider that it took less than a year for developers to build more than 30,000 chatbots for...

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Analysts Serving This Role

  • TJ Keitt

    TJ Keitt

    Go-To-Market Strategies, Web Conferencing...

  • Keith Coe

    Keith Coe

    Customer Experience Management...

  • Harley Manning

    Harley Manning

    Personas & Scenarios, Customer Experience Management...

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Upcoming Events For This Role

Forum: CXNYC 2017

June 20, 2017 - June 21, 2017

Workshop: UX Design Methods

May 23, 2017

Webinar: Don't Let Government Derail Your Customer Experience

May 4, 2017

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