There is a growing importance of CX leadership in driving business success. According to McKinsey analysis, companies in the United States that are leaders of CX achieved more than double the revenue growth of “CX laggards” between 2016 and 2021. As customer experience expectations rise, so does the pressure on leaders to demonstrate their impact. To stay ahead of theContinue reading “The Chief Experience Officer’s Role in Elevating Customer Experience [Guide]”
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Member VIP Lounge – Experience Management
Experience Management: What is it, why do you need it and how to do it? Mark Bewick and Neville Hughes have some serious knowledge when it comes to experience management, customer and employee happiness! In this month’s SDI VIP member lounge, Mark and Neville take a deep-dive into what Experience Management is and why it’s essential you use it. TheyContinue reading “Member VIP Lounge – Experience Management”
Member VIP Lounge – Designing and Delivering Experience in 2023
how to design and deliver effective experiences? ‘Experience’, whether digital or specific to the workplace, customer or employee – means something different to everyone. So how do you manage it? What are the goals, and how do you know when you get there? How do you know where you’re starting from? Catch up on this excellent Member Exclusive Session –Continue reading “Member VIP Lounge – Designing and Delivering Experience in 2023”
Member VIP Lounge – Customer Experience & Journey Mapping
In the first of our brand new series of Member VIP Lounge events, exclusively for all SDI members, learn how to grow your service experience by taking a deep dive into customer journey mapping. A recent SDI survey told us that two-thirds of service desks have never done a customer journey mapping exercise, but we know it is one ofContinue reading “Member VIP Lounge – Customer Experience & Journey Mapping”