November 01 2016

This Month’s Top CX Headlines: November 2016

Melina Metzger, Public Relations Manager

Customer Driven

At Safelite AutoGlass, we are inspired to be People Powered and Customer Driven, and we often find motivation by learning from those around us.

Here’s what’s on our radar this month…

Is It Customer Service Or Customer Experience?
A Forbes guest column by customer experience adviser Blake Morgan in which she states, “Employees working to improve the customer experience are there because they want to be and because they realize the importance of their job.”

The Consequences of a Customer-led, Digital-centric Market Are Becoming Clear
Three years into the age of the customer – a fundamental shift in the market where technology-empowered customers force companies to rethink their operations – the market is moving fast. CEOs are considering structural and leadership changes to compete in a market where companies win or lose based on singular customer experience, and new technologies are emerging to change the market landscape. Forrester identified the 15 major dynamics that will shape 2017 and help determine the fate of companies in an introductory piece to its predictions reports.

4 Criteria for Evaluating Your Customer Feedback Metrics
This white paper from Customer Think outlines considerations for Customer Experience professionals to consider when selecting the right measurement tools.

Why Customers Need a Seat at the Boardroom Table
A guest column on gives three solid tips for making customer-centricity a reality.

Read More


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