The global shift to increased consumer sophistication has made the role of the Chief Customer Experience Officer more critical than ever to corporate success. Faced with managing the multiple touchpoints through which a customer interacts with a corporation, the Customer Experience Officer must balance cost and profitability with the delivery of a high-quality service. Through the use of tools like journey mapping and cross-channel integration programmes, and the support necessary from their organisations, the Chief Customer Experience Officer can provide unparalleled service to their consumers, helping to increase brand recognition, loyalty, and overall profitability for their enterprises.
Consero’s 2014 European Customer Experience Report, developed in partnership with Qualtrics and deployed with Qualtrics technology, was produced in connection with an invitation-only event hosted by Consero Group in October 2014 for Chief Customer Experience Officers from international companies with annual revenues at or above €500 million. The answers provide valuable insight into the challenges, concerns, and opportunities of this group of senior legal executives.