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Walker Releases Results of Study, ‘The CEO View of CX’

Report details what customer experience professionals must do to be relevant to the c-suite

INDIANAPOLIS — Customer experience is the most effective way to create a competitive advantage, according to a report released by Walker Information.

The insights shared in “The CEO View of CX” show how CX professionals can be more effective in engaging their CEOs, how they can ensure CX initiatives are relevant to the C-suite, and how those directing the customer experience initiatives can elevate their role by having an even greater impact on the bottom line.

Walker, distinct because of its focus on B-to-B customer experience, partnered with Chief Executive Magazine to reach a broad range of CEOs. More than 550 CEOs and 400 customer experience (CX) professionals provided feedback over the course of the study.  

As detailed in the report, CEOs are the ultimate owner of customer experience – and they can help or thwart the CX professionals who are developing and executing CX strategy on a daily basis. The results of the study show how CX professionals can garner buy-in, support and the resources they need from their CEOs.

Copies of the report are available at www.walkerinfo.com/CEOview.

About Walker

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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