Henry Edinger, Chief Customer Officer, Travelers
Most companies struggle to achieve their customer experience goals due to other projects that may potentially be perceived as ‘higher priority’. It’s imperative to empower employees across all departments, whether customer-facing or not, to deliver products and services designed for the customer of today and the customer of tomorrow. Henry Edinger, Chief Customer Officer, Travelers, opened the Exchange to give his account of the importance of prioritizing CX from the top down. Hendry defined what he felt were the three key elements of a successful strategy, and combined some practical examples as to how Travelers maintains it’s customers at the heart of it’s brand.
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