Adopt a Customer-Centric Approach to Drive Customer Experience

Executive leaders seeking to develop customer centricity and drive excellence in managing customer experience must use this research to deepen their understanding of the different customer experience tools that they can leverage for their organizations.

Key Findings:

  • Leading organizations map the customer journey across the overall customer life cycle, with a focus on key touchpoints that are important to the customer, rather than looking at just one portion of customer interactions.
  • As organizations move into new digital business models, the number of interaction channels used is increasing and transactions are becoming more complex.
  • Understanding the customer in real time is increasingly becoming a business-critical capability.
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