Everyone is talking customer experience. McKinsey believes CX programs can substantially grow revenues. Gartner predicts that most companies will soon compete on the basis of customer experience while forecasting that half of this year’s product investments will be redirected toward those initiatives.
But talk is cheap and most companies are seeing only modest impacts from their customer experience efforts if they can even measure them at all.
So how can you go from fluff to tough – driving both customer satisfaction and profits from your CX programs?