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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

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

Latest Research For This Role

Report: Case Study: A Large Retailer Jump-Starts Its CX Transformation By Focusing On Ease

Big Bazaar Improved Convenience Throughout The Shopping Journey

May 26, 2017 | Amit Bhatia

In 2016, Big Bazaar, a major India-based retailer, saw its scores in Forrester's annual Customer Experience Index (CX Index™) rise by the largest year-on-year margin of any brand in the country....

Report: Rethink Customer Service To Build Emotional Engagement

Strategies For Building Customer Loyalty With Empathy And Human Interactions

May 22, 2017 | Riccardo Pasto

Service organizations aiming only to appeal to the rational side of customers' needs will have an increasingly difficult time maintaining loyalty. Companies with a reputation for great service forge...

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Analysts Serving This Role

  • Jennifer Rice

    Jennifer Rice

    Customer Experience Management...

  • Alex Causey

    Alex Causey

    Customer Advocacy, Customer Experience Management...

  • Riccardo Pasto

    Riccardo Pasto

    Customer Experience Management, Customer Service Solutions...

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Upcoming Events For This Role

Forum: CXNYC 2017

June 20, 2017 - June 21, 2017

Workshop: UX Design Methods

June 27, 2017

Webinar: How To Make The Case That CX Transformation Is Both Important And Urgent

June 7, 2017

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