Experience Matters

MAY 12, 2015

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. Executives in companies with stronger CX competencies also tend to focus more on building a customer-centric culture and less on cutting costs.

Report 120

Report Customer Connectedness Management Effort Score 120

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer experience has come a long way over the last few years, as CX practitioners have shared lessons learned and improved upon best practices.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

OCTOBER 5, 2015

You have two choices for driving employee behaviors: 1) Prescribe all of their actions and put in place mechanisms to monitor and control them, or 2) Create a culture that encourages them to act consistently with your organization’s objectives. To what degree do all of your employees think, believe, and act in the same way.

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120