CX strategy should be conceptualized at the board level and implemented enterprise-wide. This helps organisations ensure their CX strategy is comprehensive, transparent, and easily managed and implemented.
Data analytics helps with analysing patterns and behaviours. This enables organisations to understand customer and employee frustrations, experiences, and the voice of customers and employees.
Board-level accountability for CX is increasing.
There is a continued focus of the board on CX outcomes. And given its importance in driving organisational growth and delivering bottom-line results, it certainly is the number one metrics for organizational performance.
So what are the key factors to keep in mind when designing and implementing your CX strategy?
1. Enterprise-wide CX strategy - 82% organisations believe good CX is the number one differentiator of strong corporate performance.
Thus, a CX strategy should be conceptualized at the board level and implemented enterprise-wide. This helps organisations ensure their CX strategy is comprehensive, transparent, and easily managed and implemented.
2. Data quality and governance are key to delivering superior CX. Data analytics helps with analysing patterns and behaviours. This enables organisations to understand customer and employee frustrations, experiences, and the voice of customers and employees.
3. Personalized experiences are the key differentiator and customers are hyper-personalization in CX. Thus, understanding what your customers want and delivering value to them in every interaction should be a key priority.
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