Organisations everywhere are increasing their technology spending to improve customer experience. However, returns from these investments are uncertain, whether in terms of customer experience or financial profits. In reality, organisations reporting the lowest CX levels often use the same tools as those reporting the highest CX quality (source: MIT SMR survey). So what makes a CX leader?
During the debate, we are going to answer the following questions:
- Why integrating customer experience in the strategy and change of the operating model are a must?
- Are Polish financial organisations ready to depart from the product-centric model
- and what does it mean in practice?
- Who should be responsible for customer experience in an organisation and what competences should be expected of a CX leader?
- In what technologies will organisations invest over the next 2 years to create unique customer experience?
