A retail brand that invested heavily in cross-functional customer experience (CX) improvements got a surprise when it analyzed key metrics. Customer satisfaction and Net Promoter Score — two key CX metrics — hovered at pre-CX investment levels. A widespread root cause analysis identified an uncomfortable truth: Marketing was not as collaborative as it needed to be to push forward a cross-functional initiative.
February 28, 2020
Create customer journey maps that internal teams will use to make customer experience improvements across the business.