7 essentials for customer experience leaders

What does it mean to lead customer experience efforts? What directives are you following to improve your results?


Customer experience has evolved from being the "new battleground" to the central focus of how organizations do business. The customer experience leader's role is more important than ever.


The key to successful customer experience is exercising these seven mandates:


  1. Shift perspective to understanding and meeting customer needs.
  2. Gather and distribute customer insights
  3. Think horizontally; act vertically.
  4. Keep the customer at the center — embed design-thinking processes.
  5. Inspire and incentivize action.
  6. Build and/or support test-and-learn culture.
  7.  Innovate continuously.

Read more about these seven mandates.

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