Why treating customers right requires constant collaboration

Marketing Week 02 Oct 2019 03:15

customer experience collaboration

Marketing will argue that it has the best claim to owning the customer experience (CX) agenda, but every other business function has a vital role to play in delivering what customers want – and what they expect in order come back.

Collaboration between different internal departments should be simple enough, but tensions can exist if a strategy is not in place that ensures everyone is pulling in the same direction.

Internal processes must constantly evolve in line with changing customer needs, while a culture of innovation should be encouraged. It is important that anyone – wherever they work in the organisation – is inspired to share a brilliant idea that would help the customer and therefore the business.

That’s something that is well known by the CX50, Marketing Week’s list of the UK’s top 50 customer experience professionals, published in partnership with Zone and Cognizant in June. The inductees were honoured at a dinner in London last night (1 October).

The CX50 2019 revealed: Our list of the top 50 customer experience professionals

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GiffgaffKim FauraBupaUKRob Edmundson