Customer experience (CX) is now a board level priority—for a good reason—but many leaders struggle with how to turn their vision into action. In fact, 90% of 480+ CX executives surveyed in a CSG commissioned study by Forrester Consulting, said they find it challenging to know where to start on improving customer journeys and experiences.
Join Julie Rickis, Head of Customer Experience Development at MassMutual, and CSG’s Mark Smith, SVP of Customer Experience, as they share MassMutual’s action-packed journey to get started and all the lessons they’ve learned along the way.
In this session, we’ll cover:
- ◎ Tips to initiating a successful CX program, whether you’re getting back on track or just getting started
- ◎ How to overcome common challenges organizations face when trying to enhance CX
- ◎ Breaking down internal silos to gain a comprehensive view of the customer
