Customer experience (CX) leaders have a difficult but mission-critical job in modern businesses. They must tackle customer concerns head on and design future-state experiences to drive the organization forward. Verint has found that when CX leaders are successful, they create enormous value for the business in the form of increased customer loyalty, greater operational efficiency, organizational alignment, and much more. To do this, CX leaders must overcome four core challenges:
- Disconnected listening
- Lack of context
- Unactionable data
- Misalignment across teams
Each of these challenges represents a potential contributor to the Engagement Capacity Gap™ which describes the misalignment between an organization’s capacity for engagement and the customer’s expectations. CX leaders are ideally positioned to tackle all these problems and create better outcomes for their customers and for their wider organization. In this ebook, we will share how you can drive better outcomes and conquer the four core challenges for CX leaders.
This article is posted at verint.com
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