Today, we talk with Nate Brown who is the Founder of CX Accelerator, a virtual community for CX professionals, and Chief Experience Officer at Officium Labs. Nate tells us how the customer experience industry is evolving and he explains how to drive meaningful change in order to keep up with the ongoing evolution in the market. We also talk about how crucial it is for companies to support their customer service department, how to properly receive feedback from customers, training employees, and the importance of adapting to an ever-changing market.

Nate tells what he does 1:03
How they are able to hear the voice of the customer 12:10
Customer Effort Score 17:39

“If we don’t make our customer experience legendary, then we won’t be here in ten years. This is the way that the experience economy is moving. I have isolated this individual and this function that’s gonna help guide us intelligently in our strategy here and we’re all going to work with this individual as part of the CX Change Coalition to improve our end to end customer experience.” 8:48

https://www.cxaccelerator.com/