CX deserves a position in the boardroom, with marketers at the helm
Although CEOs know CX should be on their to do list, it can often seem like there’s a lot of hurdles in the way. Pitney Bowes’ Nigel Lester explains how to get there.
A 280 character Twitter post, Instagram snap or Facebook update from a disgruntled consumer has the power to destroy a brand’s long-built reputation and performance in an instant.
How do brands compete with the accessibility of social media to deliver a consistent, connected, competitive customer experience?
Source: Netflix
When marketers can (a) build better bridges between business strategy/outcomes, brand and CX, and (b) translate this into board-speak, they may stand a chance of this level of influence.