According to new research, business leaders have long wish lists for improving the customer experience, but competing priorities pose significant barriers to transformation. In the meantime, some businesses are redefining what it means to put the customer first.
Despite the fact that customer experience is linked to customer loyalty and financial results, businesses continue to struggle to provide excellent customer experiences.
Change the outcome by redefining priorities
While many factors influence the customer experience, most CX initiatives have focused on low-hanging fruit, such as increasing efficiencies that have an immediate impact on the bottom line. The fact that executives are starting to connect the dots between customer experience and other aspects of the business suggests that they can no longer ignore the need for more change.
Although it is unclear whether companies will follow through on these promises, it is a recognition that companies must do more than maintain the status quo. Customers, employees, and partners expect more from businesses than just putting shareholder interests first.
Prioritizing change
What’s clear as CX strategies evolve is that improving the customer experience is a never-ending process. Customer needs must also be balanced against other business priorities.
Leaders can bring CX transformation to every area of the company in a way that promotes progress, growth, and differentiation by rallying around common goals and maintaining communication across the organization. Contact Cegura Technologies to know more about our services.
