We’ve all been there: you feel like you’re doing everything you can with your customer experience (CX) program, but you just aren’t moving the needle like you (and your stakeholders) want to. In this XI Expert Take episode, Senior Director of Strategic Insights Funda Whitaker dives into how you can craft a blueprint that will fuel short-term and longterm value—and get your CX program “unstuck.”
Forrester has confirmed: “Companies that are already investing in EX have seen significant increases in customer satisfaction.” This is great news for those investing in EX, but how do you make sure your efforts are paying off?
It might be tempting to apply the same metric framework you use for your CX program, but our point of view at InMoment is that you should take a different approach. Because being an employee and being a customer is, well, different.
Check out this XI Expert Take video to learn the latest tools, analytics, and resources that you can use to start making your employees motivated players in the CX game.