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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: Q&A: Seven Questions CX Pros Should Ask Before Diving Into Text Analytics

How To Make The Most Of Unstructured Customer Feedback

March 24, 2017 | Faith Adams

For complete customer understanding, customer experience professionals must harness both structured and unstructured customer feedback. Text analytics helps mine unstructured data to understand what...

Report: Chinese Banks Must Embrace Customer Experience To Achieve Sustainable Growth

Traditional Banks Need To Up Their CX Game To Stay Relevant In An Increasingly Competitive Market

March 20, 2017 | Riccardo Pasto

To achieve sustainable business growth in an increasingly competitive market, Chinese banks can no longer rely on commoditized products and services. Innovative banks that create value for their...

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Analysts Serving This Role

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Upcoming Events For This Role

Forum: CXNYC 2017

June 20, 2017 - June 21, 2017

Webinar: User Experience Fundamentals, Part 6: Usability Testing

March 29, 2017

Webinar: Embrace Emerging Behavior To Create Great Employee Experiences

April 4, 2017

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