In many companies, the customer experience happens by accident without much strategic thought.
But a truly customer-centric culture and experience requires a thoughtful strategy and continual adjustments and improvements. And a large part of that is performing a CX audit.
Jamie Haenggi is Executive Vice President and Chief Customer Officer at ADT, where she is focused on designing the CX journey across the entire company for its 6 million customers.
One of Haenggi’s recent projects is an in-depth look and audit of the entire customer experience journey. The goal of the CX audit was to have a deep …
Read the rest →