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  Ex_Files_Customer_Experience_Leadership

   Exercise Files

  [1] Introduction

   [1] What does customer experience (CX) look like.srt

  [2] 1. Establish Your Approach

   [1] Establish a broad understanding of customer experience.srt

   [2] Define and communicate your vision and goals.srt

   [3] Build on a foundation of employee engagement.srt

  [3] 2. Listen and Respond

   [1] Execute a voice of the customer strategy.srt

   [2] Establish key performance indicators.srt

   [3] Boost the strategic value of customer service.srt

  [4] 3. Educate and Design

   [1] Tell your customer’s story.srt

   [2] Build your dashboards.srt

   [3] Shape supporting processes and technologies.srt

  [5] 4. Inspire and Innovate

   [1] Build a culture of customer advocacy.srt

   [2] Strive for participation in product and service innovation.srt

   [3] Use governance to propel innovation.srt

  [6] 5. Build on the Momentum

   [1] Rally support for investments.srt

   [2] Aspire to the highest level of leadership.srt