RESEARCH
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To realize its full value, CX must become an organizational discipline
To realize its full value, CX must become an organizational discipline
77% of executives consider CX a top priority, yet many organizations still equate it with collecting and sharing feedback. This narrow framing causes them to miss out on capabilities that could help them succeed in a rapidly evolving environment.
When developed into a discipline, CX management enables organizations to systematically understand and optimize customers' experiences, transforming insights into coordinated action that drives concrete business results and competitive advantages.
In this report, you'll learn
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- What systematic CX management does – and doesn’t – look like
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- How CX creates value across 5 areas: revenue, cost, risk, innovation, and brand
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- How CX builds the strategic agility needed to thrive amid constant change
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A practical framework for evolving CX into an organizational discipline
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