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"The Customer Experience Perspective"

Insights on customer service from 100 C-level executives

Achieving the right mix of customer experience improvements, financial outcomes and future proofing customer service is no easy feat – but leaders can reap the rewards of being able to accomplish this. 

When C-level executives were asked what the impact of achieving the right mix would be, the most selected choices were ‘being seen as a strategic business leader within the company’ (55%) and ‘having more opportunities for leading impactful initiatives within their company (50%)’. This indicates how important good customer experience can be for senior management and businesses overall; it is not merely one of a number of KPIs, but it is a strategic requirement that can steer the direction of both a C-level executive and the company that they’re working for. It's for this reason that businesses should evaluate their current customer service approach and embark on a journey to ensure that they are steering their leaders and their enterprise in the right direction. 

Our research is geared towards this journey; we’ve asked C-level executives about the five core categories our experts identified as key to a successful customer service operation.

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