5 Ways Customer Experience Management Will Evolve in 2015
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Nate Barad
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4. Customer experience spans the org chart. More companies will incorporate customer experience across the org chart, not just marketing and customer service. In this new world, job functions will overlap. For example, the role of the merchandiser will increasingly resemble content marketing, offering a prospects everything they need to know to make a purchasing decision. We'll also see the rise of a new CEO (the chief experience officer), an executive who leads the charge for analyzing customer behavior, building brand consistency and maintaining relationships with loyal customers.
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Nate Barad
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