Develop a business case for customer experience insight
For companies that want to remain competitive in the modern ecosystem, customer experience is a growing concern.
However, there’s a gap between the vision and the actual experience delivery. Studies by Gartner and PWC, respectively, found that while 90% of customer-facing employees said they understood the needs of their customers, only 38% of consumers feel the employees they interact with understand their needs. and only 1% of companies actually deliver an excellent experience.
Improving your organization’s customer experience (CX) doesn’t happen overnight. It requires a combination of influencing key decision-makers and proving results. This guide will equip you with a plan to gain buy-in and momentum for your CX improvements.
In this guide, you'll learn how to:
Determine your company’s current CX maturity and plan your progress
Develop support from executives for CX initiatives
Measure your results and prove ROI
This guide is for Directors or VPs of Ecommerce, Marketing, or CX who want to make real improvements to their company’s customer experience.