Today we are going to talk about how to build and scale a CX program even during a pandemic, and to do that we have joining us the Head of Customer Experience and Strategy at ServiceNow, Matt Lombardi. He tells us there are 3 critical needs CX leaders need to embrace. The first one is getting executive buy-in early and often. The second one is track and report on the value that your team is creating for the business, which ties in to number one. Number three is continuously adapting and improving to stay relevant, which is especially true today when our customer’s needs and wants are changing so rapidly.

About Matt 1:30
Three critical needs for CX leaders 3:04
How he worked with his people on this 7:52
How number 3 affects his business 11:27

“Lots of unstructured customer feedback is ideal to understand what levers can be pulled to improve the customer experience. And then when you put those two pieces together, you can really start telling a compelling story about how to drive long term growth to your company. It’s at that point that the power of experienced management becomes clear.” 6:42

https://www.linkedin.com/in/mattmlombardi/