A delightful customer experience (CX) is the key to shoring up long-term relationships and creating sustained value. Most of what helps customers remember a organization often comes not from positioning, but from their experience with the organization.
As a result, customer experience has now moved from a competitive advantage to a necessity for every organization. However, how to design an effective customer experience or how to make customers happy at every touchpoint are still difficult questions for Leaders, especially in the increasingly digital and technological context that creates more complex touchpoints in the customer journey.
In this paper, we discuss:
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