EXPERIENCE
WRIT TEN BY: R AJAT K ANODIA,
GLOBAL HEAD OF CUSTOMER EXPERIENCE (DESIGN + TECHNOLOGY ), VERTICURL
EXP 2022
The 7 Key Pillars Of CX Maturity Customers typically make purchasing decisions based on the prior experiences they have had with a brand, product, or service. While it may take a few good customer experiences (CX) to build trust with a brand, just one bad experience can leave a big dent in the relationship.
Leadership, People & Culture
Digitally mature companies have a leg up. During this time
People are the most valuable asset of any organization,
of COVID-19 and social distancing, people are moving to
and happy employees lead to happy customers. It falls on
digital channels more than ever—and they have heightened
executive leadership to foster a culture of collaboration
expectations for a superior, connected, and consistent
among their teams, filled with digital-first employees
experience.
who are well-versed in the latest technologies, such as
What does it take to become digitally mature and succeed in CX? Granted, most organizations understand the positive impact enhanced CX will bring to their top and bottom lines, influencing customer behavior and driving repeat business. But to provide a truly differentiating experience requires a hard, honest look at other factors, too. Here are seven key pillars to gauge your organization’s CX maturity.
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artificial intelligence/machine learning, chatbots, cloud, and hyperpersonalization, to name a few. Among the ways leaders can build and operationalize a customercentric culture is to share its positive impact on company performance and business growth.
