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Freshworks CMO Stacey

Freshworks’ CMO Stacey Epstein on the need for customer delight

Customers rule the world, and they’re getting increasingly frustrated with the way business is done. Our research shows that one in four consumers said they were extra kind during customer service exchanges during the pandemic, but now are sick of it as an excuse for bad communication.

The stakes have never been higher. Companies can no longer separate their product from the customer experience; instead, it is a business imperative for companies to make it easy to delight their customers through thoughtful, easy, and speedy interactions that reflect customer values.

Today’s CX leaders – whether in customer service, marketing, digital transformation, or product management – need to be obsessed with architecting and delivering delightful experiences.

So, what differentiates successful CX leaders like you from the rest? 

You step back from execution, expand your perspective, and reimagine how you can delight customers, retain them, and grow their business. You learn not just from direct competition, but from other category leaders. You are maniacal about finding new ways to use data and gather insights, constantly evolving success metrics, and ultimately building a future-proof customer experience organization.  

That’s why we created The CX Review – a monthly publication that brings together the foremost experts on the future of customer experience.

In this inaugural issue, we address ‘How to manage uncertainties to ensure customer-centricity.’ You will learn about Nike’s hyper-personalized customer service strategy, Netflix’s data-driven approach to customer journeys, and Amazon’s lightning-fast ways that have set a high bar for delightful customer experiences. Get the answers to your burning questions like, What kind of leadership style will ensure most success in uncertain times? Has the time come for the customer’s voice to have a more prominent place in the boardroom? And read what Wharton professor and author Peter Fader, really thinks about customer-centricity.
Sometimes, it’s about recognizing that even if it ain’t broke, it may still need fixing.

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