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Library's collection Library's IT development CancelCustomer Experience Management is responsible to create a frictionless, seamless and consistent multichannel customer experience for all customer personas in all key segments. This way the department could help the organization to achieve profitable growth by increasing customer satisfaction, loyalty and advocacy. There are currently an abundant of customer insights obtained from said measurements and other customer data. However, there are no process in place to put together these different insights into viable action. Therefore, this
research aims to provide an advisory report regarding on how the current available customer insights can be utilized by the Marketing Communication department to make customer-centric decisions