Paul and Mike are joined by Neil Jane, a director in West Monroe's M&A practice and customer success (CS) subject matter expert, to begin a mini-series focusing on the merging of customer experience and customer success
They discuss the reasons behind the rise of Customer Success, the key KPIs and metrics used to demonstrate the value CS can deliver to the organization, and the similarities and differences of the key building blocks of these two disciplines, including:
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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.