From the course: Customer Experience (CX) Foundations
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Leveraging customer experience management to make magic
From the course: Customer Experience (CX) Foundations
Leveraging customer experience management to make magic
- There's something that happens whether you focus on it or not. That something is your customer's experience. That's right. You don't have to do anything as an organization with customers to provide a customer experience. They're going to have an experience as customers. The key is designing and executing on intentional customer experiences. That means management. After all, you can't just say you're doing marketing or sales. You have to manage those efforts. The same applies to customer experience. This leads to governance. If you don't have a method on what needs to get done, how and by whom, it almost becomes a game of chance instead of intentional leadership. This isn't about one department or just one part of the journey. You have to decide as an organization on a centralized plan. It also means prioritizing what needs to change. That can be hard to do because there might be a lot of very necessary and…
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