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The Future of CX : Clare Kavanagh presents first episode in IMI 2019 webinar series

Across the globe, strategies of customer centricity have been proven time and time again to be the single most important driver of business success. Whether it’s Return on Investment data from global management consultancies Forrester, Bain or Temkin it all shows that Customer Experience leaders outperform the market. Nevertheless, Bain tell us that eight out of nine global customer-centric programmes fail. The reasons for failure are manifold but, in our experience, in the Irish context, they fail mostly due to lack of coherence of strategy across brand, operations and customer experience. In this introductory webinar we will walk through some of the theory of CX, and give a flavour of the key aspects we feel are important to deliver success from this strategy. We will talk through the importance of vision and governance and some strategies to optimize as well as talking through our views and experience on creating a customer centric culture, Brand and CX coherence, employee engagement, journey mapping and where many people start their CX journey – Measurement.



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