Most companies employ product development or operational excellence programs to drive innovation in those areas. But what about innovation in customer experience (CX)? If CX is a top priority for your organization and it should be, given that leading CX companies build greater customer loyalty, make employees happier, achieve revenue gains of 5-10%, and reduce costs by 15-25%, according to McKinsey -- you need to ignite innovation in CX. CX innovation must be a deliberate, distinct, disciplined effort.
CX innovation differs from other kinds of innovation. Instead of starting with a product, service, or core technology, innovation in CX starts with the customer and her journey. Innovation thats dedicated to CX is new to most organizations, so it wont just happen -- you have to initiate it and then develop it into an ongoing practice. Even if you know that innovation in CX is the primary way to compete and win today, you might not know how to get started. Here are three strategies to spark CX innovation:
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