1. Ensures a positive customer experience
Whether you’re a strategist, analytics expert, or technologist, if you’re a member of a customer experience team, you are responsible for understanding every customer touchpoint and ensuring the experience is the best it can be.
2. Gathers and disseminates feedback
Additionally, customer experience teams gather and analyze customer feedback, using it as an important input for ensuring a positive customer experience. CX teams are also responsible for sharing customer insights with the rest of the organization, from the executive team to product development to marketing. This helps ensure that the customer’s needs, and the impact on the customer, are important considerations for all discussions, development, and decisions at all levels of the company and in every department.
3. Leverages technology
Lastly, a customer experience team is responsible for ensuring that the best processes and tools are in place to deliver an outstanding customer experience. Tools that shape customer experience range from simple to complex and they can be homegrown or purchased. They include surveys to gather customer feedback, tools to map the customer journey, website analytics, and technology that provides omnichannel customer service.
