In most companies, the Chief Operations Officer (COO) is the second highest-ranking executive. The Chief Executive (CEO), who provides the vision, is executed by the COO.
Although it may seem strange to imagine the COO’s role intersecting with customer experience, that is the vision of CEOs. In today’s interconnected economy, each customer experience is valuable, shareable, and visible, making it even more important.
Customer experience (CX) is at the heart of business success. CEOs have recognized this value and pushed corporations to measure and invest in customer-centric policies. COOs, likewise, have changed their business strategy and operational resources as well as implemented or developed metrics that measure this intangible factor.
Why Customer Experience is Important
Having a customer-centric model is not a new concept. In fact, Chicago-based Sears, Roebuck, and Co. began focusing on the transformational experience of the customer in 1892, focusing more on catalogs than physical stores. Sears became a leader in the business world for the rest of the century because it concentrated on this. Ironically, Sears’ failure to adapt to the emerging eCommerce industry in the 2000s and abandoning its customer-focused approach are among the main reasons for its downfall.
In this paper, we explore in depth the themes of technology and customer experience as they relate to the contact center. Read it right here.