Find your enterprise CX North Star
How do your customers currently perceive their interactions with your organization? And, once you’ve obtained this knowledge—how can you use it to improve your customer experience?
I recently hosted a webinar, Five Steps to Better Enterprise CX, where I demonstrated how to answer these questions. In the webinar, I outlined a helpful strategy we use at PK: finding a CX North Star. We partner with clients in aligning around a set of truths about the customer’s experience, while extracting insights about the current state of the organization’s CX, and then decide collectively what the future state of their CX should look like. Our tools and methodology have delivered impactful CX change for clients in many different industries.
If you missed the webinar, or would like to experience it again, watch the video below.
About the presenter
Marko Z. Muellner serves as VP of Digital Experience Strategy at PK. He has focused on CX and digital transformation for over 25 years with expertise in strategy, marketing, omnichannel customer experience, data strategy, content strategy, and account management. He has spent his time crafting and optimizing customer experiences for global B2C and B2B brands, large and small digital and PR agencies, start-ups, and non-profits. This experience has brought him to the stage as a featured speaker and to the pages of top-tier publications as a columnist. At PK, Marko leads our CX Acceleration practice and is a key strategic partner to our clients, helping to guide their CX transformation roadmaps and make the organizational change required to be successful in the increasingly complex global marketplace.Tags: CX, CX Innovation, CX Strategy, CX Toolbox, Measure CX