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The Customer Experience is Everyone's Business

Kim EllisDirector, Customer Connect

BMC Software

What is the Customer Experience?The entirety of the interactions a customer has with a company and its products

Who Owns Customer ExperienceThe Pendulum

Taking it is not my job too far

“I need to talk with a customer to get their input on our strategy. Who is responsible for customer experience?”

Chief Customer OfficerVP, Customer Experience

Taking It is everyone’s responsibly too far

“I want everyone in Marketing to pick up the phone and call a customer this week!” – Unnamed CMO

Customer Experience ExampleExample 1:

Example 2:

So, Who Owns Customer Experience?

How to Affect Customer Experience

Product Reviews

Average RatingIncreased by

25%

Peer Calls

RevenueImpact over

$100M / year

Recognition

Get the wholeCompany

Behind you!