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CX Leaders

Exclusive Interview With a Forrester Executive on How to Make a Difference with Customer Experience

Hosted By: Zarina de Ruiter
06/18/2015
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About this Podcast...

Jill Chiara, SVP, Data Insights at Forrester, says that customer experience is not a trend, but here to stay.

Forrester Research is a respected voice within the customer experience industry, and the editor of CX Network had the opportunity to speak to one of its analysts for an exclusive interview.

Jill Chiara is the Senior Vice President, Data Insights at Forrester and in this exclusive podcast she shares a wide range of invaluable advice for CX leaders, including:

  • How to extract value from emotional engagement in customer experience
  • The correlation between loyalty and Forrestee's CX Index score
  • The importance of making customers feel valued across all channels
  • What obstacles customer experience leaders are grappling with
  • Why CX leaders need to implement actionable CX programmes
  • Creating a cross-company customer experience agenda
  • How to link CX efforts to your company's ROI