In this episode, Kate Kompelien discusses her process for building a customer experience (CX) strategy and how companies can use a customer-centric approach to achieve revenue growth.

The conversation explores the link between CX and revenue, as well as the importance of measuring and tracking customer feedback to drive improvements. Kate also highlights the role of technology in aligning customer-facing teams to enhance the customer experience.

Episode Highlights

• 01:01 Challenges in Building Customer Experience Strategy
• 03:19 Overcoming Roadblocks in Implementing Customer Experience
• 06:44 The Link Between Customer Experience and CRM
• 12:24 Defining CX Strategy and Technology Scoping
• 15:12 Understanding Current State and Future State Experience
• 20:24 Consolidating Ideas and Creating Roadmaps
• 22:20 Customer Experience in B2B and B2C
• 25:13 Who Owns Customer Experience?
• 27:32 Tying Customer Experience to Revenue
• 30:51 Designing a Measurement Program for Customer Experience
• 35:13 The Role of CFOs in Customer Experience
• 39:27 The Bowtie Funnel and Customer Retention

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