In the last several years, there is no doubt that improving the customer experience (CX) has been a top priority for any company looking to improve employee performance, drive customer value, and grow their bottom line. Yet there remains a gap between those CX leaders who successfully lead their organization in effecting CX change and those who do not. What makes the difference?
CX leaders know how to do these five things successfully:
https://www.inmoment.com/blog/5-things-successful-customer-experience-leaders-know-that-others-dont/
There have been cracks in the CX story. And now there is another article by a CX proponent, Charles Bennett of the Next Ten Years, Great Customer Experience does not always mean great business performance.
He goes on to say: “The theory says customer experience is proportional to revenue. At least that’s what “best practice” thinking has taught us. The better the customer experience the better the business result.
https://customerthink.com/use-customer-value-to-fill-in-the-cracks-in-customer-experience/
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