POSTED : May 10, 2021
BY : Marko Muellner
Categories: CX Transformation,Strategy & Design
An effective customer experience strategy is both an art and a science. With the global pandemic revealing weaknesses in many customer experience strategies, companies will need more of both to engage with customers across all channels. Here are 10 guiding principles to consider as you embark on your customer experience improvement journey:
Check out our big book of CX to better understand the evolution of the experience economy.
Marko Z. Muellner serves as VP of Digital Experience Strategy at Concentrix Catalyst. 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 BtoC and BtoB 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 Concentrix Catalyst, 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.