As Customer Experience (CX) evolves, the most successful brands are moving away from a simplistic survey/score philosophy to leveraging CX as a comprehensive, necessary driver of change. But making that leap isn’t easy. It’s a complex process that requires strong, skilled leadership, world-class technology, and an unwavering commitment to execution.
Erich Dietz, author of “CX: The Art of the Possible” and vice president worldwide strategic accounts at InMoment, discusses the process through the lens of a variety of CX leaders. From creating and promoting a culture of accountability to implementing the necessary human and technology resources, discover what it takes to transform your brand from a score-based follower to an insights-driven leader.