multichannel strategy – Center for Services Leadership

What do you think, boss? How to gain board support for your Customer Experience (CX) program (and other marketing-led strategies)

By Phil Klaus According to our most recent research, CX Management, for better or worse, is firmly allocated in the firm’s marketing function. This association, however, triggers multiple challenges for CX managers, or, to be more precise, CMOs worldwide. The most prevalent challenge is the CEOs’ and boardroom members’ unfavorable perception of both marketing-led strategies …

Are all channels truly equal? How to design and manage a successful Multichannel Customer Experience (CX) Program

By Phil Klaus Over the next few weeks, I’ll be sharing insights from my research and consulting work in a series of posts, which will discuss critical aspects to delivering successful CX experience. You can read the first post, Demystifying The Black Box – How To Design, Manage, And Measure The Most Profitable Customer Experience (CX) …

Tag: multichannel strategy