Carolyne Gathuru

@juliemnet The ONE question to start with today, actually to start with right away would be “Where is lack of clarity hurting our customers and their customer experience?” Once this is addressed, everything else will follow. #EXtoCXClarity

@juliemnet Unresolved internal gaps become customer pain points and better CX must focus on internally fixing clarity, aligning teams and documenting processes. As simple as that. This will turn around both CX and EX issues. #EXtoCXClarity

We say “Customer Experience is everything” but is it really? CX is a direct reflection of Employee Experience (EX) and EX is built on one thing most organizations overlook = CLARITY a thread 🧵on #EXtoCXClarity from the impactful webinar with @juliemnet youtube.com/watch?v=hJ0077…

@nyamugabs CX becomes real when accountability is clear. The full webinar is here @LifeSkillsLtd" target="_blank" rel="nofollow noopener">youtube.com/@LifeSkillsLtd Let’s move from metrics to meaning, form ownership to accountability and from CX talk to CX action #RealCXEXMetrics

@nyamugabs The game changer is to actually allocate Customr Outcomes to every role. Finance. HR. IT. Ops. Procurement. Admin. Marketing - Name it! Everyone must answer: “What customer outcome do I own?” #RealCXEXMetrics

Customer Experience is everyone’s responsibility. We’ve all heard it. But here’s the real question: If everyone owns CX… who is actually accountable? A thread 🧵 from the delightful conversation with @nyamugabs #RealCXEXMetrics