Customer Experience: Friend or Foe?
summary
Argues CX often overpromises and instead focuses on four concrete actions: gather relevant insights, optimize touchpoints and journeys, educate peers, and communicate simply; claim is from inside to impact. Describes pairing Vontobel’s VOC suite with Momentif to push feedback into CRM and trigger near‑real‑time frontline actions, building a customer community recruited via those surveys, and favoring basics and quick wins over grand predictive analytics experiments. Reports implementation lessons in conservative finance and measurable process changes rather than vague benchmarks.
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chapters (7)
- 0:00Introduction
- 0:48Skepticism around CX
- 3:39Pitching to implementing CX
- 5:45Overpromising and real strategy
- 8:34Practical CX in conservative industries
- 10:18Three CX learnings
- 11:43Q&A
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