Hacking a Better Customer Experience

Thomas Birmingham
Feb 26, 2020 · 8 min read

By now, we’ve all heard about the lucrative competitive potential that improvements in customer centricity can deliver. In fact, it’s widely touted as an essential capability just to maintain business relevance. Certainly, in this era of “customer-driven capitalism”, customers are in charge and in many cases have a breadth of choice that exceeds their capacity/willingness to browse. Averaging results from recent research, companies having high multi-year customer experience (CX) scores tend to have a growth speed and shareholder returns advantage in excess of 2X. As a result, advancing CX…