Most experts agree on a broad definition of customer experience that includes, “The collection of activities that organizations create and deliver to a customer during an encounter with a brand”. But organizations now realize that customer experience is more than a collection of activities and must encompass how a customer views every aspect of their relationship to a brand and organization. The ultimate goal is to cultivate an emotional connection with customers that transcends any one transaction or experience. The C5 initiatives have established a solid foundation on which to build industry best practices in this critical area.
C5: Leadership in Customer Experience
The Cable Center has been at the forefront of the customer experience (CX) movement for more than a decade – through the James M. Cox Endowed Professorship in Customer Experience, the work of the Center’s Senior Fellows, and C5. The vision has been consistent throughout – The Cable Center, through its C5 program, would become the home of thought leadership and research for the industry regarding customer experience, defining and developing excellence in customer experience management (CEM).
The need for this focus is clear. Continuously improving the customer experience, cementing the loyalty of current customers, and increasing the appeal of cable for a new generation of consumers is a strong competitive advantage. The C5 initiatives have established a solid foundation on which to build industry best practices in this critical