Blog Post
Using Accountability to Drive Customer Centricity—A Bloody Affair
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Experts
Cassandra Long Nordlund
Director, Advisory
Cassandra Long Nordlund supports Customer Experience leaders with journey mapping, boosting customer listening effectiveness (VoC), developing customer-centric culture and building ROI business cases for CX initiatives.
Previous experience
Prior to joining Gartner, Ms. Nordlund analyzed domestic politics and international relations of foreign governments and entities for the U.S. Government.
Professional background
US Government
Analyst
Public Strategies Inc.
Account Executive
Areas of coverage
Customer Experience Design and Execution
CMO Strategy and Innovation
Customer Experience Leadership and Management
Education
B.A., Political Science, University of Central Florida,
MPAff, LBJ School of Public Affairs, The University of Texas at Austin
Top Issues That I Help Clients Address
1Customer Experience Journey Mapping
2Voice of Customer
3CX Metrics & Measurement
4Customer-Centric Culture
5Calculating the ROI of CX Projects