5 Competencies for CX Success

Great customer experience is not only a tagline, it delivers better business results. This guide provides a description of customer experience management and the financial outcomes mature programs deliver, centered on five core competencies.

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What you will learn from this eBook

  • Organizational & Financial Impact
  • Culture & Leadership
  • Customer Experience Management System
  • Customer Intelligence
  • Connected Employees
  • Continuous Innovation

Customer experience is one of the four cornerstones of experience management.

A study by Forrester shows that public companies classified as "CX Leaders" outperformed "CX Laggards" by nearly 4x over an 8 year period. A separate study by Bain & Co found that industry NPS leaders experienced revenue growth nearly 2x that of their peers over a comparable period of time

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