A senior executive and pioneer in the field of customer experience management, and a customer advocate, I have over 20 years of international experience in customer research, strategy, design and innovation in multiple industries from financial services and consumer products to travel.Based on years of consulting and various internal roles across organizations I have developed a framework for organization-wide cross-departmental and multi-channel Customer Experience Management. It brings together cohesively and coherently every aspect that affects customer experience including people, processes, products, policies and culture.My experience includes implementing and managing various initiatives including:▪ Customer analytics and CRM▪ Customer research▪ Operationalizing organization-wide customer feedback in a closed-loop process▪ Customer journey mapping and design▪ NPS, Customer Satisfaction measurement and establishing KPIs▪ Cultural transformation and employee engagement in customer-centricityMy experience, profile and scope is typical of the new Chief Customer Officer role in organizations.Experience Design: It’s in the detailsWhile I view and manage the customer experience from a holistic perspective I am also detail-oriented and have hands-on experience in designing everything from ATM machines, consumer electronics and digital channels to service processes and communications material.I publish thought-provoking and forward thinking articles on customer experience on LinkedIn and through the Customer input Journal. http://www.customerinput.com/journal/