Strategy
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Proving CX Value: Building A Business Case That Speaks Volumes
It is well acknowledged that stellar CX is the linchpin for cultivating customer loyalty, elevating brand prestige, and enhancing customer lifetime value, underscoring the tangible value of CX. Data from Forrester reveals that companies excelling in CX outshine their peers on the S&P 500 index by an impressive 80%. However, despite this compelling evidence, the…
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The Essential Building Blocks Of A Successful CX Strategy
CX stands as a pivotal element for success in today’s marketplace, yet it often doesn’t get the attention it deserves until a problem surfaces, such as a customer complaint. Teams typically find themselves in reactive mode, addressing issues on the fly rather than preemptively. This reactive approach is a stark contrast to the structured and…
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What Is Customer Experience (+Why Is It Important)?
In this digital age, where consumers are more empowered and discerning than ever before, mastering the art of Customer Experience, or CX, is no longer an option —it’s imperative for survival and prosperity. Customer Experience In A Nutshell CX, in essence, is the perception a customer forms through every interaction with your brand, encompassing all…
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3 Biggest Challenges Facing The CX Leader (+ How To Overcome Them)
As the driving force behind the organisation’s CX initiatives, the role of a CX leader comes with its own set of challenges. In this article, we’ll explore the 3 biggest challenges faced by CX leaders and strategies to overcome them. Challenge 1: Aligning Cross-Functional Teams Creating a seamless and consistent customer experience often requires collaboration…