Continuously listening creates a transparent image of the customer and their situation in the present day. Every level of the organization should be involved in this process. The customer is everyone’s responsibility, from your frontline staff to the CEO.

But how does this affect your company's bottom line? In this guide, eight experts explain how they define the impact of CX on their organization, to help you build your own business case.

What you will get from the e-book:

• Understanding how feedback impacts retention rates
• Maintaining brand image with CX
• Using feedback to increase employee happiness and decrease employee turnover