CA’s CX Transformation: The Quest for Loyalty & Growth
Faced with the challenge of revitalizing revenue growth in a rapidly changing market, CA Technologies identified customer loyalty as a key driver of competitive differentiation and revenue growth. However, CA needed a radical new approach to embedding customer experience into the DNA of its 11,000 strong organization and partnered with Medallia for its leadership in customer experience management. Learn how CA planned and executed its multi-year CX transformation and the best practices that powered quarter-over-quarter NPS improvements and helped revitalize revenue growth.
In this webinar, Dayton Semerjian and Jennifer Schmitt discuss:
- Best practices for change management and cultivating organizational alignment
- Key CX initiatives that produce results
- Sustaining CX transformation over the long-term