CVS Health is tying executive bonuses to meeting customer experience targets to ensure accountability for customer outcomes across the C-Suite.
Linking customer experience “to compensation gave us a seat at the table and made people start paying attention, like ‘Hey, if you don’t actually address this, you’re not going to get paid,’” said Srikant Narasimhan, vice president of enterprise customer experience at CVS Health, at a conference in Boston this week. READ MORE