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Who and what departments are responsible for customer experience?



In this YouTube video, we learn that the department responsible for customer experience can vary from company to company. In some organizations, it may be a dedicated department, while in others, it may be a cross-functional team that includes members from different departments such as marketing, sales, customer service, and product development. The video outlines several positions within a customer experience department, including the Chief Customer Officer (CCO), Customer Experience Manager/Director, Customer Insights Analyst, Customer Journey Mapping Specialist, User Experience (UX) Designer, Customer Success Manager, and Customer Service Representative. The specific positions within a customer experience department can vary depending on the needs and goals of the company. The key is to have a cross-functional team that works together to ensure a seamless, positive experience for customers at every touchpoint. The video also emphasizes the importance of investing in a customer experience platform to track and manage every touchpoint of a customer's journey in real-time.


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