Call Now ☎️🔝 9332606886🔝 Call Girls ❤ Service In Bhilwara Female Escorts Serv...
Customer experience: the final frontier - Gary Magenta
1.
2. Gary Magenta,
Senior Vice President, Client Solutions
Root Inc.
CXCustomer Experience:
The Final Frontier
21 May 2013
3. Introduction
• 12 years with Root Inc., a strategy execution
company based in Toledo, Ohio
• Senior sponsor of Root’s Customers For
Life Team
• Architect of Root’s manager
development program
• Certified executive coach
• 28 years in the customer experience field
4. Agenda
CX
• Point-of-View and Keys to creating
a great CX
• Who Delivers the Great CX?
• The Barriers to Great CX
• CX Case Study
• How to Overcome Those Barriers
• Q&A
6. The Keys to a Great Customer Experience
• Focus on customer centricity
• Align Executive Team, Managers, and Front Line
to the business realities, strategies, and priorities
• Design processes with the front line and
customer in mind
• Identify strategic/operational priorities
1
1Creating a
Customer-First Culture
7. The Keys to a Great Customer Experience
• Build managers’ field leadership capabilities
• Empower managers to make decisions that support
the strategic customer-first priorities of the business
1
2Act Like Owners
8. The Keys to a Great Customer Experience
• Connect front-line to the customer-first strategy
• Provide skills and knowledge to deliver great
customer experience consistently across all shifts,
locations, and employees
1
3Deliver Authentic
Experiences
9. What’s Preventing Us From Delivering CX?
Strategy without execution is meaningless.
Execution without people is impossible.
