CMOs know the importance of having a positive customer experience. However, many companies struggle with the challenge of creating a customer-centric approach that actually works. “We think of customer experience as a horizontal, not a vertical,” says Maria Boos, Group Director of Simplification at Siegel+Gale.

It’s about more than having a great vision. There are three elements that a company must have to turn a customer experience vision into a functioning reality. In this video, Boos discusses the people and systems that create an effective customer experience function at each level of your organization:

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