Forget everything you know about customer experience strategy; in this research based report Europe’s top CX executives share the challenges and biggest investment priorities shaping their 2017 strategies in this definitive guide into CX budget assignment.
Absolutely all industries are being affected by the digital evolution, with increasingly blurred lines between digital and physical experiences and the 24/7 culture of today’s generation. Whether your business is built on traditional, challenger or disrupter thinking, the digital world is creating daily challenges for Heads of CX but also creating new opportunities.
So how do you ensure your CX strategy capitalises on the digital world? You could benchmark your strategy against CX leaders from across the retail, telecoms, financial services and travel & hospitality sectors, including Metro Bank, Accor, Deutsche Telekom, Shop Direct, Otto Group, Three, Nordic Choice Hotels and Atom Bank, who share their journey to creating a CX blueprint for their business that results in revenue, loyalty and engagement.
Qaalfa Dibeehi, Forrester's Vice President, Customer Experience talks about the three ‘E’s of customer experience, together with the latest Forrester trends from across Europe.
In November 2015, the Customer Experience Exchange Europe connected 70 Senior VP’s and Directors of Customer Experience with a selection of the industry’s leading solution providers and analysts to find solutions to these very challenges.
This report outlines the central themes that arose from discussing the challenges keeping customer experience executives awake at night, and the industry trends driving high levels of investment we’re seeing across the broad technology and service provider landscape.
Customer Experiences still vary greatly, both between and within businesses. Customers are still treated in a transactional way, instead of a process that actually has a lot more emotional complexity to it.
Loyal customers are the key to success, and organisations are understanding more and more that the way to build loyalty is to generate an emotional and personalised experience for their customer base to ensure they truly feel valued. This can be tough, and with board buy-in tougher than ever before, it can be hard to justify spend and time on such initiatives.
However, crack it now and you’ll have a competitive edge that will propel your business to success.
A must read!
Ahead of the 2015 Customer Experience Exchange, we surveyed our elite group of customer experience leaders attending the event to understand their biggest customer experience business challenges and which tools and solutions they plan to invest in over the next 6 - 12 months to safeguard the future of their organisations, and to ensure their customer experience initiatives are resulting in increased customer acquisition, loyalty and profit.