Many companies organized in a product- or channel-centric way, hampering their ability to foster good CX.
The following is a preview of one Media, Advertising, and Marketing report, Customer Experience 2021. You can purchase this report here.
Critical as it is, customer experience (CX) wouldn t offer competitive differentiation if every brand was successful at delivering strong CX and sometimes companies can get in their own way. For one, many are organized in a product- or channel-centric way, hamstringing their ability to easily reorganize to foster good CX. Great customer experience (CX) leads customers to make more purchases from companies across all industries.
CX excellence requires proper organizational structure and team setup
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Critical as it is, customer experience (CX) wouldn’t offer competitive differentiation if every brand was successful at delivering strong CX and sometimes companies can get in their own way. For one, many are organized in a product- or channel-centric way, hamstringing their ability to easily reorganize to foster good CX.
Some sectors are lagging in their understanding of the value of CX. “I work in an industry where they don’t all get it,” said Suzanne Mehta, chief experience officer of commercial real estate firm Cushman & Wakefield. “I’m three years into a job that didn’t previously exist. We have a lot of clients that absolutely get it. And we have some clients we have to do a hard sell to.”