Design, analytics and culture: The key to unlocking a catch-all CX strategy
How National Express balances vision and agility to maintain an overarching, all-encompassing CX strategy
06/09/2023
Developing an overarching CX strategy that meets the unique requirements of various customer segments sounds ideal, but it is much easier said than done.
Vinay Parmar, chief customer experience officer at UK travel company, National Express, spoke at All Access: Voice of the Customer about how we can triangulate design, customer and employee feedback and culture to achieve a holistic approach.
Parmar shared why it is so important to achieve the right balance of vision and agility and how brands can manage CX teams to accomplish this. He discussed which elements must be considered in a CX strategy and why effective change management is necessary.
