Your enterprise wants to deliver exceptional CX.
But what is great CX and how do you measure it? Should you “maximise CX” ? I will argue NO, but maximise the value? Definitely.
Digital has set higher and different consumer expectations (convenience, speed of purchase availability of service, transparency, honesty of brand promise) and those expectations must have a degree of consistency across all channels and platforms.
At-scale personalisation has also changed expectations for the communications CX stream that accompanies your product purchase and usage customer journey. Why is that so important?
The business is changing, the tech is changing, (hyper-automation, AI, cloud), the channels still increasing (voice), the customers (Gen Y) and their customer expectations are still changing.
With all these areas worthy of attention and more, how do you use CX measures to maximise the value of your CX programme?
A better measure to accelerate your performance is Customer Value.