Customer experiences that matter are those that deliver a profitable return on the investment that went into creating them. They are those that generate business value brands can actually measure. And they are those experiences customers value and are willing to pay for. Customer experience (CX) excellence is about measuring-while-maximizing your organization’s ability to transform brand-defining CX into profitable growth and long-term business value.
Today’s enterprises must build and embed core CX competencies across their enterprise ecosystem if they hope to create experiences that deliver outcomes customers want to have again and again. Here are the “CX Strengths” we think are worth focusing on.
How your business can grow customer experience excellence from business strategy
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Customers and other stakeholders will expect businesses to demonstrate a higher purpose over the coming years
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