Anyone attending the CX US Exchange will know and understand the value of customer experience as part of a wider business strategy. It has an impact on potential business growth and client retention, and ignoring customer experience requirements can have a disastrous impact on areas such as product launches or market expansion plans.

However, whilst this is long understood, and ample evidence exists to prove the value of CX, there are still instances of it not being given the strategic importance it deserves. In this key one-on-one interview, Shelly Chandler – a leader in this field – will offer the benefit of her experience, and discuss:

-           What is the skillset needed to ensure CX leaders are part of the broader strategic decision-making process?

-           How can you build and maintain the right kind of internal relationships to ensure your voice is listened to?

-           Moving to metrics – demonstrating the value of CX in a way the business understands