The Future of CX is now
Customer behavior trends have dramatically shifted, leaving entire enterprise organizations struggling to
keep up with the pace of change. After a disruptive and tumultuous 2020, business leaders now know that entire business models can change overnight. To thrive, companies have to be adaptable, enabling
agile customer experience strategies centered on speed.
According to a 2020 McKinsey report, business leaders must embrace a customer-centric mindset that involves implementing a design-thinking approach for solving customer pain points and meeting their expectations.
“Putting customers first is not a new idea,” according to McKinsey, “What’s different today is that marketers have unequivocal evidence that meeting customers’ needs creates value and delivers competitive advantage.”
But how do you take customer-centric concepts and turn them into tangible business initiatives that deliver measurable outcomes? It begins by creating high-impact employee experiences and customer experiences that elevate your overall CX strategy. Businesses need tools that make it possible to automate, optimize and operationalize experiences in real-time.
Experience is everything. To survive in the new normal, organizations need to ensure they are creating experiences that matter. These five steps will put you on the right path to take your customer experience strategy to the next level.
This article is posted at experience.com
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