Chief Customer Officer - Keynote Presentation: Critical Success Factors – Getting Business Value from Improved Customer Experience

• Defining the benchmarks which can lead to successful implementation of customer experience optimisation projects.
• Overcoming the barriers in driving a customer-centric culture, breaking down organizational silos and aligning people, process and technology to optimize outcomes.
• Expanding the remit of customer care beyond typical customer service functions and yielding a united brand effort to leverage the customer experience as a strategic competitive advantage.

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