This is CX Episode 43: Todd Unger, Chief Experience Officer at American Medical Association

This is CX Episode 43: Todd Unger, Chief Experience Officer at American Medical Association

We had the pleasure of speaking with Todd Unger who is the Chief Experience Officer at American Medical Association to talk all things CX: his journey into the CX world, where his role falls within the organization, how he’s been able to achieve executive level support, how he’s creating value, and his pieces of advice for others in the profession.…

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5 Key Trends for CX Executives in 2019

5 Key Trends for CX Executives in 2019

New Year, New CX? Happy 2019! As customer experience (CX) professionals, 2019 is a critical year to demonstrate and articulate the tangible benefits and value of CX in our organizations. Here are five key CX trends that we believe organizations and their CX executives will focus on this year. Trend #1: Demonstrating and articulating the value that CX executives bring to the organization The...

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DEEPEN Customer Experience Transformation: Enact, Part 3 of 3

DEEPEN Customer Experience Transformation: Enact, Part 3 of 3

In the third and last installment of our blog series about customer experience (CX) transformation, we discuss the most difficult, costly, and risk-laden phase, Enact. A full-scale, company-wide, CX transformation takes a significant operational and financial investment. Given that most companies will need to transform in phases, CX leaders need to continuously show progressive return on...

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