Posted: 14th March 2018

New Paper! What’s the CEO’s role in transforming Customer Experience?

The global cost of poor service continues to rise. This means many organisations are stuck being a caterpillar. The organisations who are getting it right by listening and using customer feedback to fundamentally change their business are reaping the rewards. These companies are the butterflies.

What do the top performers have in common?

Their CEO either personally owns or is the direct sponsor of the customer experience program.

We have moved from an age where the views of customers and their needs was the preserve of marketing departments or key account managers. Customer Experience is a role that should be on the job spec of every employee within an organisation. However, this implementation begins with the CEO – they must take charge of the CX strategy and instil a customer obsessed customer in order for employees to truly understand the importance.

Find out how to grow your Customer Experience strategy from a caterpillar to a butterfly with our new paper on Transformational Customer Experience.


Interested in this paper? Here’s a few more resources you might find useful:

How to begin making Customer Experience everyone’s business

What you should always include on your Customer Experience dashboard

We talk a lot about customer insight – but what does that actually mean?

And finally, did you know!

A third of consumers would rather clean a toilet than talk to customer service

P.S. If you’d like to find out more about what we do, you can request our brochure:



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