Customer Experience (CX) is a big source of competitive advantage in today’s highly challenging business environment. CX is wide in scope, but the underlying concept is delivering persona specific experiences based on previous trends and instances. The key requirement to deliver compelling CX is to understand the customer well.
Majority of businesses adopt CX because their industry and competition is seeing success stories by doing so. They also understand that promoting CX requires cultivating trust and relationship over and above the mere deployment of technology. While there is no consensus on the metrics to quantify CX, opinion is unanimous on the need to develop a customer-centric culture in the enterprise.