Customer Experience W/out SaaS

Hi community! I joined about a week ago and first just want to say thank you to @Sara Bochino for introducing me. What a great resource! 

A little bit about me: I have been working as Head of Accounts for 3 years now at the company I work for, which has a very heavy focus on customer relationships and experience while also directly overseeing/managing most of our operations department. Now I am transitioning into a dedicated Customer Experience role where that is my sole focus. 

My question is, does anyone this group have experience managing customer experience touch points in a company that does not sell SaaS? I am really looking to learn more about:

• day in the life
• customer feedback
• customer management/communication
• tools and priority focus

...ok I'm looking to learn a lot! haha Any information would be very helpful and greatly appreciated. Thank you in advance!