CX – or “customer experience” has exploded in recent years as a powerful business tool that truly drives customer loyalty and advocacy – not “just” using structured loyalty programmes, but by re-engineering your whole business in order to delight customers.
Today’s episode of “Let’s Talk Loyalty” features an interview with Michael Killeen, founder of the “CX Academy” to figure out why so many companies are appointing CX professionals in their senior management teams, and how we as loyalty professionals can leverage our expertise in customer retention in order to lead CX initiatives.
Listen to learn what brands are seen as the global leaders in CX and how you can upskill and apply similar powerful frameworks in your company.
This article was first published by Let’s Talk Loyalty. Permission to use has been granted by the publisher.