In this episode of the CX Cast, Chris Lipman, Chief Customer Officer at E&, returns to discuss the innovative approach E& takes toward CX improvement through their “CX Change Factory.” We discuss:  

  • How does E& identify and prioritize CX issues for resolution? 
  • What role does the “CX Change Factory” play in improving E&’s CX? 
  • How does E& measure the impact of the CX improvements on customer satisfaction and business outcomes? 

Listen to the full episode to hear more about “CX Change Factory’s” role in improving CX and its impact on customer satisfaction and business results. 

See the Forrester report: Take A Strategic Approach To Prioritizing Customer… | Forrester