Customer Experience Strategy

Customer experience has become a top investment priority for CEOs. They finally realize that CX leaders generate faster and more sustainable growth by delivering a superior experience that leads to stronger customer relationships. Where most companies struggle, however, is turning their CX ambitions into a coherent and effective strategy across the organization. It requires a planning framework that connects segment-specific customer expectations and needs with the design of a unique brand experience anchored in a differentiated value proposition. The customer experience is managed over time through a set of evergreen programs that are designed to create continuous value as the relationship matures. [Click image to enlarge].