Case Study

Case Study: HeidelbergCement Found CX Success By Proving ROI

April 1st, 2022
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
With contributors:
Harley Manning , Ananya Suresh , Shayna Neuburg

Summary

HeidelbergCement rebounded from early customer experience (CX) struggles by illustrating the financial benefits of improved CX. The global CX function partners with country- and region-level teams to collect, analyze, and respond to customer feedback, resolving customer issues while simultaneously supporting the business outcomes that convert CX skeptics to CX champions.

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