Connecting with customers, their way Photo by charlesdeluvio on Unsplash Companies around the world are making customer experience (CX) the top priority according to Harvard Business Review Analytical Services (HBRAS). But to do so takes more than lip service. To deliver an experience that customers value, you have to 1) know them, 2) organize around their unique expectations throughout their journey, and 3) serve them personally and in real-time. But companies aren’t there yet, not even close. In fact, HBRAS found that only 16% of CX-driven companies have a single (360-degree) view of customers. Even so, they lack the organizational structure to make use of those insights. It’s one thing to say you’re “customer-centered,” it’s entirely different when your company is literally organized around the customer. As customer expectations and behaviors evolve along with times, trends, tastes, and technologies, CX becomes intrinsic to business success. When you consider how the customer experiences your company, what are the key touch points they face in doing business with you? They usually reside in marketing, commerce, and customer service. Most often, those functions, along with corresponding customer data, operate independently. As a result, the customer’s experience is disconnected by design. That’s never […]
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
