Access the full podcast series here
Key Takeaways
Understanding how modern world objects shape our behaviour and thinking The importance of managing across all customer experience management silos The decline in customer experience index scores according to Forrester's 2024 CX index The role of expectations in customer experience and the impact on behaviour The need to say no to non-ideal customers and align strategies with expectations for success
Key Statistics
98,000 consumers surveyed for the 2024 CX index Companies scoring barely above a C grade in the CX index Companies making record profits while customer experience declines
Key Discussion Points
The impact of siloed thinking in business The importance of understanding and managing customer expectations The relationship between employee engagement, customer experience, and financial performance The concept of nimbly resilience in business strategy The cost of churn in the United States being more significant than the ...
Access this content for FREE by signing up for ROAR Membership.
Join with a Basic (free) or Plus membership (for extra features).
Create an account by clicking here or if you have an account sign in below.