How well do your immediate CX priorities map to your long-term strategy? Is your company stepping closer to – or further from – your customers?
New technologies, new customer habits and expectations are all fuelling a revolution in CX. Customer loyalty is down, across markets. Customers are switching brands, in search of value and values. Meanwhile personalisation at scale is setting higher expectations.
Customers notice how some brands seem to recognise them. How they make their propositions feel timely and relevant. Disruptors are setting new norms – everywhere. Gen Z expects nothing less.
So how will you retain existing customers and win profitable new ones?