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Business Strategy & Customer Strategy as Siamese Twins ft Sharon Boyd
Manage episode 314341284 series 3280842
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On our show is Sharon Boyd, the Chief Customer Officer for MKL Innovation and MD for MKL CX – a Customer Experience Agency. She has led multi-million pound transformation programmes for FTSE 100 companies in the UK, is a Director at the Customer Institute, a published author, among top 25 UK Customer Experience Awards winners 2021, and a captain on the CX World Games. We dissect with her the following topics.
- Conjoint nature of business strategy and customer strategy
- CX creation and maintenance
- AI as CX enabler
- Factors of CX maintenance
- Mindset shift from internal to external focus
- Experience optimisation across digital touchpoints
Sharon's LinkedIn profile: https://www.linkedin.com/in/boydlsharon
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