Making CX Simple With a Structured Approach
Update: 2023-09-07
Description
On this episode, Amelia welcomes Ian Golding, CEO and Founder of Customer Experience Consultancy Ltd.
During this conversation, Ian and Amelia discuss:
- What complete performance means in the customer experience space.
- Getting rid of complexity in CX and making it simple with a structured approach.
- The six elements of the CX maturity model to develop a customer-centric culture.
- Putting the customer journey before technology.
- The difficulty for business leaders to change their mindset.
- Aligning customer experience with employee experience.
Ian Golding - https://www.linkedin.com/in/iangolding/
This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com.
#CXO #CX #ContactCenter #CustomerService #CustomerExperience
During this conversation, Ian and Amelia discuss:
- What complete performance means in the customer experience space.
- Getting rid of complexity in CX and making it simple with a structured approach.
- The six elements of the CX maturity model to develop a customer-centric culture.
- Putting the customer journey before technology.
- The difficulty for business leaders to change their mindset.
- Aligning customer experience with employee experience.
Ian Golding - https://www.linkedin.com/in/iangolding/
This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com.
#CXO #CX #ContactCenter #CustomerService #CustomerExperience
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