According to Forrester, a customer experience (CX) leader, is in charged of aligning the organization around customer value. From the C-suite on down, the customer experience leader needs to advance customer-centricity — evaluating experiences from the customer’s point of view. 

Forrester says this approach drives loyalty and growth. But rallying the necessary level of focus and alignment is tough, to say the least. It requires persuasiveness, adaptability, and determination to move the needle and realize your CX vision.

To help us better understand how to design experiences that drive loyalty, we are joined by Vasupradha Srinivasan, senior analyst, Forrester.

1.       Describe loyalty in the digital era.

2.       What are marketers doing to acquire this loyalty? And is the effort worth it?

3.       What constitutes great customer experience?

4.       How does customer experience drive loyalty? (is there such a thing as perpetual loyalty?)

5.       What comprises design experiences that drive loyalty?

6.       Given that customer expectations will evolve over time, is it possible to create a customer experience design architecture that is able to change with time (without having to do a massive uplift)?

7.       Recap: What is your advice for customer experience leaders on driving loyalty through customer experience?