A Guide to Customer Experience Management covers the practical steps organisations can take to make themselves more customer-centric. It also highlights how to implement data-led strategies that will help businesses understand their customers, and ultimately, enable them to create better experiences. Additionally, it covers how to overcome the challenges associated with a data-led business strategy.
The report draws upon survey findings, interviews and exclusive content from Econsultancy’s resources. It covers:
- What customer experience management is and how it takes customer experience further
- Where to find the best sources of data and insights for getting to know your customer
- Where responsibility for customer experience management should fall
- How to draw meaningful insights from your customer data and research
- Actions to creating a customer-centric organisation
Econsultancy would like to thank the following experts who contributed to this report:
- Alex Barker, Head of User Experience, Edo
- Paul Boag, User Experience Consultant and expert in digital transformation
- Claire Cardosi, Head of Customer Experience Management at Virgin Trains East Coast
- Jon Davie, Chief Client Officer, Zone, a Cognizant Digital Business
- Jacob de Lichtenberg, Consumer Product Manager, Trustpilot
- Avis Easteal, Regional Head – Consumer, Luxasia
- Matt Lacey, Performance Director, Code Computerlove
- Marc McNeill, Customer Experience and Operations Director, Auto Trader
- Rebecca Mears, Community Lead, Cookpad
- Nicola Millard, Customer Insights and Futures, BT
- Vittoria O’Connor, APAC Customer Loyalty and Digital Director, The Body Shop
- Philip Pantelides, Head of Product, Community and Communication, Cookpad
- Azlan Raj, VP, Customer Experience – EMEA, Merkle
- Jon Warden, Head of Product and User Experience, Haymarket
- Lisa Wood, Chief Marketing Officer, Atom Bank
- A marketing manager in financial services