Experten: Därför är kundupplevelse en dold tillväxtmotor

kontaktcenter Kundupplevelsen är underskattad när det gäller möjligheten att öka lönsamheten. Trots att många företag säger sig prioritera kunden, saknas ofta en strategisk plan för att leverera en riktigt bra kundresa, säger Camilla Lif, expert inom customer experience management.

Experten: Därför är kundupplevelse en dold tillväxtmotor

Camilla Lif driver sedan tio år tillbaka cx-byrån This is Betty och hjälper olika organisationer att bli mer kundcentrerade. Det gör hon både genom att gå in och stötta organisationen direkt i verksamheten och genom att bistå med utbildning och mentorskap.

Någonting är fel

Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.

Camilla Lif tycker att det råder viss begreppsförvirring när vi idag pratar om kundupplevelser och cx. Hon menar att alltför få lyckas se cx som en helhet, i stället för att arbeta operativt med enskilda aktiviteter som framkommer i exempelvis NPS-mätningar.

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