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Bringing Customer Experience into the boardroom

How often have you heard senior executives state that “nothing is more important to us than our customers” or “customer satisfaction is our number one priority”? And how often have you found that there’s a yawning gap between these stated priorities of the business and the experience delivered to the customer?

According to research company Forrester, “84% of companies aspire to be customer experience (CX) leaders, but only 1 out of 5 deliver good or great CX.” Yet, there are many examples of companies delivering outstanding success by having a clear focus on their customers’ needs and wants and providing a superior experience to deliver those needs and wants.

As Non-Executive Directors or Consultants, we have a duty to ensure that businesses we work with deliver a great result for their customers, people and shareholders. We can do this by bringing the customers’ needs and experience more powerfully into the boardroom.

Drawing on his many years of experience in developing strategies for companies to help them improve their customer experience, Nick Bush will illustrate the importance of genuine customer-centricity to business success and give you some tips to be an effective champion of customer experience in the boardroom.

Learning outcomes
At the end of this webinar you will be able to:
1.Articulate the advantages to a business of being genuinely customer-centric
2.Understand the distinction between customer experience and customer-centricity
3.Understand the linkage between customer experience and employee experience
4.Use “next practice” thinking to bring fresh perspectives into the boardroom conversation
5.Use a process to identify the return on investment from customer experience initiatives
Recorded Nov 8 2018 60 mins
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Presented by
Amanda Clarke and Nick Bush
Presentation preview: Bringing Customer Experience into the boardroom

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  • Live at: Nov 8 2018 9:00 am
  • Presented by: Amanda Clarke and Nick Bush
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