Who Owns Your CX Program? (Hint: It’s Everyone)
InMoment XI
OCTOBER 28, 2021
As Jan Carlzon, former CEO of Scandinavian airline SAS, once said, “If you’re not serving the customer, your job is to be serving someone who is.”. In my previous role leading customer experience for Hertz, I was also responsible for Voice of the Customer, CRM, and Loyalty. Every Team Owns Part of the Customer Experience.
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