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Growth in Customer Experience (Forrester Research)

Growth in Customer Experience (Forrester Research)

There is no denying that companies are embracing the whole “customer experience” phenomena. This year even more companies will adopt approaches to transform their business. The trend will only continue to accelerate.

What does this mean to you? Why should you not ignore what is going on with your competitors?

Disruption is around the corner. Others may be about to overtake you. Now is not the time to to ignore what is vital to your digital transformation efforts.

Some key areas for focus are:

  1. Understand your customers
  2. Measure the experience they are having with you
  3. Set up a governance or oversight team
  4. Create and execute a clear strategy
  5. Build better design into your processes
  6. Accurately assess where you are from a “culture” point of view
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