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How to design your business to deliver better customer outcomes

In the next normal, businesses must develop a new customer engagement model that places a strong emphasis on measuring progress based on outcomes.
COVID-19 pandemic has significantly accelerated digital business transformation. The pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology. According to recent research from Salesforce, teams are navigate new standards of engagement. As customer expectations shift, a new digital-first playbook is emerging. Eighty-one percent of decision makers say they re accelerating digital initiatives.
As the pandemic panic gives way to post-pandemic planning, how well-positioned is your organization to deliver growth? A series of intimate conversations with Customer Experience and Customer Success executives reveals a new playbook for growth in the next normal and beyond. ....

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Chief customer officers reveal the new customer experience playbook

What is the customer experience of the future? What best practices do leading organizations deploy now to move from deep listening to deep understanding, from powerful statistics to powerful stories, and from apathy to action?
Delivering the customer experience of the future begins with leveraging the current shift in customer expectations and operating context as an opportunity to reset priorities and to ignite momentum.
Groundbreaking new research from Karen Mangia and Mathew Sweezey reveals how Experience Executives are redefining the customer experience and delivering on the promise of Customer Success. From their series of intimate one-on-one conversations with Experience Executives comes a new playbook for success and growth in the next normal. ....

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