Vision and Strategy (State of Customer-Centricity Report)

At the end of 2022 CX Centric launched the first global State of Customer Centricity Research Project. The objective of this project was to establish a global benchmark related to Customer Centricity.  Over 250 organisations worldwide took part in this project. This research was based on the Customer Centricity Maturity Model (CCMM). To access the full State of Customer Centricity report click here.

In this article we explore the results specifically related to Experience Vision & Strategy, which is one of the eight principle domains of the CCMM Model.

Customer-centric organizations have a clear picture of the target experience they intend to offer their customers. Customer strategy encompasses the means by which an organization aligns itself with its most profitable customer segments and maximizes the profitable value it delivers. It cuts across functional boundaries and examines customer needs and behaviors holistically across all touchpoints. There must be a clear path to lead your organization to be able to deliver the Customer Experience Vision which has been set out.

Half of business leaders that took part in the state of customer centricity research project, 2023, admitted that they didn't have an adequate customer experience vision, and a third of them didn't even know what a customer experience vision is.

The research has shown that we really need to educate ourselves on customer experience, vision. How it works, why it's important. How to set it up and we've included a module in this, in our training offering. The interesting takeaway is that 30% of organizations are made up of employees who are not engaged, and this is a big challenge for business leaders today.

In the CX operations framework, we've added elements to drive employee engagement through customer empathy. Empathy helps employees understand the customer experience and also understand how their actions impact the customer experience and ultimately the lives of their customers.

To learn more on the importance of Customer Vision and Strategy click here

This June we are running our first all-encompassing 5 week Customer Experience Summer School. We will support professionals to level up their knowledge and skills in Customer Experience. Please check out the link and register interest. Please note that spaces are limited so reserve your space to avoid disappointment.