Customer Centricity Customer Connectedness Customer Experience Professionals Interaction 
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. Download report for $195.
Experience Matters
DECEMBER 15, 2015
We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Every interaction has three components: Success, Effort, and Emotion. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©. Effort Metric Expanding.
Expert insights. Personalized for you.
120 
Let's personalize your content