With customer experience tied directly to the enterprise balance sheet, IT leaders are leaving no stone unturned in taking their companies’ CX strategies to the next level. Credit: PeopleImages.com – Yuri A / Shutterstock Customer experience (CX) has always been vital for the success of any business — and the pandemic has only reinforced its importance. Research from global management consulting company McKinsey shows that organizations enhancing CX can boost sales by up to 7% and profitability by 1% to 2%, while improving overall shareholder returns by 7% to 10%. And with the horizon for the global economy remaining uncertain, CX is increasingly being viewed as a key strategic differentiator as enterprises face increased pressure to keep top lines growing against economic headwinds, according to Nikhil Sethi, partner at KPMG India. “Post COVID-19, the demand for premium products and services is high while the number of buyers is small. With volumes slipping for value brands, they need to fight for share again. Customer experience — at both the consumer and customer level — is a significant differentiator to pull share,” Sethi says. With a positive CX linked directly to revenue growth, brand advocacy, and customer retention and loyalty, it’s […]
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
