Customer Experience is no longer just a buzz word that companies can throw around. It has become a megatrend that demands a complete mindset shift in not only executive teams, but it also requires buy-in from the board in order to thrive.
On today’s show, Ryan Hollenbeck, CMO of Verint, joins us to discuss what market-leading companies do differently to prioritize CX programs. In Ryan’s first segment, he shares 3 critical steps to building a world-class customer experience program.
Click here for the full podcast version of this interview.
Segment 1: Prioritizing CX Programs
- Defining a CX mindset. minute 5:21
- Determining who owns Customer Experience. minute 06:31
- Charting your CX program. minute 8:00
Skip to minute 8:50 to hear how Ryan structures his CX programs:
“You’ve got to have some kind of executive steering committee, which we established right away. You’ve got to have some sort of cross-functional leadership team in play. Then over time, what we developed was what we call a catalyst network. The catalyst network is a group of people that are on the ground… So by having all three levels, if you will, of governance, it really gives you a structured program to carry forward.”