Group items tagged

Companies globally are rethinking their CX as the gap between customer expectation of a service and the actual delivery of the service is growing wider by the hour. The 2018 Forrester's Customer Experience Index for US Brands report indicated a decline in customer experience. A total of 287 brands in the US, across 19 industries were ranked. It was noted that of the top 15 brands of last year, 12 showed no sign of improvement. Similarly, of the 19 industries that were ranked, 13 industries showed no significant change or signs of improvement from last year. All in all, the report highlighted that this year there are no CX leaders-for the third time in a row.So, what does it mean to be a CX leader? Your business needs good communication prowess, coupled with empathy to be a CX leader. It essentially means placing customers at the core of your business. And how can you achieve this? Well, your business needs a Business Intelligence and Analytics solution that can turn your system around, and provide insights that help elevate customer experience.