Customer Experience Principle #1 - Customer Experience is something the customer gets

CX Club Podcast with Ian Williams
21/10/2020 3 min
Customer Experience Principle #1 - Customer Experience is something the customer gets

Listen "Customer Experience Principle #1 - Customer Experience is something the customer gets"

Descargar episodio Ver en sitio original

Episode Synopsis


Ian Williams looks at the fact that Customer Experience is not something that the organisation delivers, rather is something that the customer receives. Customer Experience Management is a cross-functional business discipline, however is not a functional activity. If you make CEM functional, you create a silo. If you create a silo, you become part of the problem...

More episodes of the podcast CX Club Podcast with Ian Williams

Episode #12 - Customer Experience Principle #11 - If you can't tie CX back to customers, it's a paper exercise 13/01/2021
Episode #11 - Customer Experience Principle #10 - Customer Journey Mapping - the map is not really the point 05/01/2021
Episode #10 - Customer Experience Principle #9 - Customer Experience doesn't belong anywhere within your business 30/12/2020
Episode #9 - Customer Experience Principle #8 - You only manage part of the customer's experience 23/12/2020
Episode #8 - Customer Experience Principle #7 - Forget Customer Experience 16/12/2020
Episode #7 - Customer Experience Principle #6 - Customer Experience is about managing both sides of the equation 09/12/2020
Episode #6 - Customer Experience Principle #5 - Customer Experience is as strong at the weakest link 02/12/2020
Episode #5 - Customer Experience Principle #4 - Customer Experience, Journeys & Stories 25/11/2020
Episode #4 - Customer Experience Principle #3 - Customer Experience is not a business function 18/11/2020
Customer Experience Principle #2 - Customer Expeience and Customer Service are not the same thing 28/10/2020
© 2003-2025 ZARZA | AHEAD OF OUR TIME
privacy policy
In God we trust In God we trust
PreSales Questions? Click Here
or call our toll-free line at +1-888-5002068 Miami, Florida, USA