The ultimate guide to CX for AR teams billtrust.com3 Introduction 4 Understanding the strategic importance of CX 5 Developing customer understanding 7 Designing the optimal CX 8 Measuring effectively 10 Governance ensures it all happens 11 Building a culture of better CX 12 Wrapping up Contents BILLTRUST | THE ULTIMATE GUIDE TO CX FOR AR TEAMS 2Introduction The customer is always right is a policy of failure. It’s the response companies have when their customer experience leads to disaster. It’s a bandaid for processes that are opaque, confusing and don’t have clearly defined responsible parties. Refunds, freebies and losses follow the traditional interpretation of the customer is always right. But there is another way. Instead of embracing the inevitability of failure in some

Join for free to read