Managing Partner at Altuïtion

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When we analyse organisations that are able to differentiate through CX, they have far stronger governance and change management than other organisations. If leadership doesn’t understand the current experience, they can’t fund or prioritize efforts to improve it. Start with the financial outcomes listed above, then incorporate the behavioural data, and use the surveys to explain why those outcomes are that way.” Mastering Digital CX Management? As described earlier, the Master phase is just lacking a little bit behind from the Measuring and Managing phase. On a positive note, the scores in the Master phase are looking pretty good, with an average of.

We see that many organisations have recurring meetings with relevant stakeholders to discuss digital customer feedback but that customer mobile number list feedback isn’t always followed up in 48 hours (score is 52%). Thanks to the experts, we already have quite a clear picture of why Mastering Digital CX management is challenging. So instead, we asked the experts head on how this can be improved. Mopinion Benchmark - Scores for four subthemes in the Master phase The scores for four subthemes in the Master phase Can the experts give advice on how to improve the scores in the Master phase? We first asked Stephan van Slooten.



Altuïtion is a leading Customer and Employee Experience Consultancy from the Netherlands. Stephan van Slooten - Altuition Expert Opinion Piece Mopinion Q: How can companies set-up cross-organisational CX initiatives? Stephan van Slooten: “It is very important to connect CX on a strategic level. You need a very clear vision of what you stand for as an organisation. For example, with clear KPI’s and clear ways to measure these key metrics, you can bring everything together. The customer journey and experience can become an integrated part of the organisation.” “A few organisations now have someone who is responsible for CX at the highest level of the organisation.