It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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@AnnetteFranz discusses the rise of the customer experience (#CX)executive within the C-Suite
MP3•Episode home
Manage episode 182740683 series 1078581
Content provided by InspireCast Customer Experience Podcast and Quadient - Mirza Baig. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by InspireCast Customer Experience Podcast and Quadient - Mirza Baig or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Annette Franz, CCXP, author, speaker, CXPA board member and Founder of CX Journey discusses the rise of the customer experience executive as an equal C-level member within the C-suite. A great must-listen to for any CEO of any business or brand wanting to understand why a company needs a CX executive, be it a Chief Customer Officer or a Chief Customer Experience Officer. Annette further discusses the CX executive's critical success factors plus their biggest challenges to success within this role. All of which can be found in Annette's newly authored book she highlights in this episode: The Rise of the CX Executive, featuring interviews with real life CX executives: Donna Peeples, CCO of Pypestream, Christine Corbett, CCO of Australia Post, Isabelle Conner, CMO/CCO of Generali Group, Nick Frunzi, CCO of Esri and Ingrid Lindberg, former 4-time CCO. Make sure to make this episode part of your playlist if you're an upcoming CX professional or a CEO wanting to focus on CX for their business.
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6 episodes
MP3•Episode home
Manage episode 182740683 series 1078581
Content provided by InspireCast Customer Experience Podcast and Quadient - Mirza Baig. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by InspireCast Customer Experience Podcast and Quadient - Mirza Baig or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Annette Franz, CCXP, author, speaker, CXPA board member and Founder of CX Journey discusses the rise of the customer experience executive as an equal C-level member within the C-suite. A great must-listen to for any CEO of any business or brand wanting to understand why a company needs a CX executive, be it a Chief Customer Officer or a Chief Customer Experience Officer. Annette further discusses the CX executive's critical success factors plus their biggest challenges to success within this role. All of which can be found in Annette's newly authored book she highlights in this episode: The Rise of the CX Executive, featuring interviews with real life CX executives: Donna Peeples, CCO of Pypestream, Christine Corbett, CCO of Australia Post, Isabelle Conner, CMO/CCO of Generali Group, Nick Frunzi, CCO of Esri and Ingrid Lindberg, former 4-time CCO. Make sure to make this episode part of your playlist if you're an upcoming CX professional or a CEO wanting to focus on CX for their business.
…
continue reading
6 episodes
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