Serving the customer is critical for any customer to fulfill its mission. However, many people see that ‘Customer Service’ process being a post-exchange process. It’s meant to deal with customers that have issues.

However, Customer Experience is a more holistic way to look at how the organization structures itself and manages its business with the view of the customer playing a central role in resolving key sticking points.

Jim Tincher is an authority in Customer Experience and how to make certain those efforts are measured in a way that connects with the metrics leaders care about, just like with alignment.

In this podcast, we get into how Customer Experience work directly contributes to key business drivers and how Customer Experience professionals can drive continued validity in what they do.