Customer Experience already have their own cross-functional team

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Sharing it, landing it and, above all, measuring it is a task that requires a certain transversality and support in an organization.

In our experience, the Marketing and HR departments must work closely with the Board to measure and share.

More advanced companies in (called Governance), in CX terms. Their mission: to help manage indonesia business email list customer experience in all departments using customer analysis indicators and examples.



6. NOW YES, TECHNOLOGY and DATA.
In this implementation phase, it is important to correlate customer analysis information with information on profitability, share, customer churn, upselling, etc.

Objective: to find a certain logic that highlights certain reasons.

Technology (for example CRMs and DMPs) provide us with good solutions by integrating sales data, web or social interaction, and even data from third parties.

The analytical possibilities are maximum but also the predictive ones through Machine Learning for example.