Building relationships across departments to prepare for CX success

No man is an island, and no CX initiative can succeed in isolation.

To provide exceptional experiences to your customers, you need to bring together different areas of the business and build a solid CX culture that can deliver.

After all, when customers interact with your brand, they don’t really care if marketing, or product, or operations, or logistics is responsible for what they see. They just care that it meets their expectations.

Join us for this webinar on March 28th, at 4pm EET.

Suvi Lindfors will host Ian Golding and Edwin Best to discuss the importance of building relationships across departments to prepare for CX success.

During the conversation, Ian and Edwin will:

• Examine why businesses are shifting from “one-man armies” to “organization-wide collaboration”
• Reinforce why it is necessary to build CX initiatives that go beyond the CX department
• Share tactics on how to sell customer experience to the rest of the organisation
• Discuss what can be done when a CX programme is met with resistance
• Introduce some real-life examples from their hands-on experience with CX and CI programmes

And of course, they will be taking questions from the audience, so be ready with your most pressing doubts and concerns when it comes to building cross-functional CX initiatives.

Interested, but cannot make this time? A recording of the panel will be available to all those who register.

About the speakers

Ian Golding – Ian is a highly influential freelance Customer Experience consultant, who advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions. Worked across multiple industries including retail, financial services, logistics, telecoms and pharmaceuticals and has deployed Customer Experience tools and methodologies all over the world.

Edwin Best - Edwin is global trusted advisor for Customer-centric business, who is guiding organizations for the transformation towards Customer-Centric business. Edwin combines the disciplines of CX and tech / CRM to create a unique mix that is adapted to the context and issues specific to the company. His mission is to make an active contribution to the discipline of customer-centric business. Webinars is one of the activities to fulfill this mission.

Suvi Lindfors - Suvi has a vast knowledge and expertise in both Customer Experience and Customer Insights management, having spent more than 10 years in related roles at Telia, Nokia, and Microsoft. She is now co-founder of Lumoa, the customer feedback analytics solution that looks at any interaction with customers to tell you what to do next to grow your business.

About Lumoa

Most companies today track a number to assess how happy their customers are. NPS, CSAT, online ratings. What they miss is a way to tell what actions will move the number up or down. To do that, they would have to organise feedback from all sources; sift through thousands of rows; categorise that; find insights; map trends; and report. It’s too much.

Lumoa makes this easy. It looks at any customer interaction, automates the analysis, and highlights the items with the biggest impact. The companies we work with not only see a spike in the numbers they track, but they always know what to do next to continue growing their business.