New Study: Emerging Trends in the Customer Experience
Thursday, October 22nd, 2015
Organizations that embrace Customer Experience report higher revenue, lower costs, increased customer loyalty and more engaged employees. "The Experience Imperative: Customer Experience Executives Share their Stories," a recent research brief by Fortune Knowledge Group (http://fortunefkg.com/nhcustomerexperience.html) in collaboration with North Highland (northhighland.com), revealed five powerful themes from candid interviews with Chief Customer Officers, CEOs, and other CX executives across multiple industries on how they navigate the customer experience journey.
"The process of adopting these strategies is highly iterative, and inextricably linked with the employee experience and, for that matter, anyone who might be involved in an organization's operational value chain. The work doesn't have to be complex, but everyone must be on board," says North Highland Global Customer Experience Leader, Alex Bombeck.
The experiences shared and lessons learned in this report provide rare insight into how the work of CX transformation actually plays out when real business objectives and real people—customers, employees, stakeholders, and other constituents—are involved.