CustomerThink Interviews Sprint's VP of Customer Experience
Bob Thompson, founder and CEO of CustomerThink, recently interviewed the VP of Customer Experience at Sprint and mentioned ClickFox's part in helping understand the complete cross-channel experience during the interview. It's an interesting interview that touches on how large organizations are embracing customer experience at the executive level and what impact customer experience analytics has on operational efficiency, customer satisfaction and churn rates. Interview topics include (from CustomerThink): Role and empowerment of VP of Customer Experience position What were the big customer experience problems uncovered? What drives real (un-trapped) customer loyalty for Sprint customers? How did Sprint justify the improvements needed and measure its progress? What changes resulted in the recent improvements in ACSI scores? What is the role of technology to identify problems? Three critical elements for success in Customer Experience leadership You can hear the question about ClickFox and it's impact at around the 23 minute mark: [audio:http://www.clickfox.com/assets/Uploads/CustomerThink-Sprint-VP-Interview.mp3|titles=CustomerThink-Sprint-VP-Interview] Read more about how Sprint leveraged CEA to earn top industry honors (PDF). 