Customer Experience (CXL) DIRECTOR

ABC Company

Challenge: ABC Company is a highly successful global mass media conglomerate that had recently experienced some challenges in the marketplace. Customer perceptions were poor and customer satisfaction scores were low. Knowing that negative perceptions and poor customer satisfaction is the death knell for a company whose products/services are discretionary and fall towards the high-end of the marketplace; ABC Company knew that it needed to act quickly.

ABC Company needed to reinvent their approach to the customer experience. Because the issue was critical and immediate turnaround was required, reinvention would need to come through managers and directors as they turned customer experience into one of the company’s best “products.” This case study references the work Entelechy did to upskill ABC Company’s directors.

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