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For Customer Experience Professionals

Executive Q&A: Customer Experience Rooms

May 30, 2014

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Why Read This Report

Customer experience (CX) rooms — immersive, interactive spaces that help employees better understand customers — have emerged as a powerful new tool for improving experiences. For customer experience professionals at companies that want to build their own rooms, this report answers critical questions about how to construct and leverage successful spaces. Done well, customer experience rooms inspire empathy and understanding among employees and help build customer-centric cultures.

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Table of Contents

  • 1. What are customer experience rooms?
  • 2. Why do companies create CX rooms?
  • 3. How do CX rooms help improve customer centricity?
  • 4. How are CX rooms different from persona rooms?
  • 5. When should companies create a CX room?
  • 6. How do CX rooms fit in with other types of training and communication?
  • 7. Do all employees need to visit the room or just customer-facing employees?
  • 8. How should you encourage employees to visit the room?
  • 9. Do rooms have to be physical spaces or can they be virtual?
  • 10. How can employees in remote locations experience the rooms?
  • 11. Can you create a CX room yourself or should you seek outside expertise?
  • 12. Are you behind the times if you don't have a CX room?