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FOR TODAY’S CXSWAT PROFESSIONAL (CX SPECIALISTS WITH ADDED TOOLS) SERVING TODAY’S ‘DIGITAL FIRST BUT NOT DIGITAL ONLY MULTICHANNEL CUSTOMER’ YESTERDAYS CX APPROACHES & TOOLS ARE INADEQUATE AND NEED REFINING
TODAY’S CUSTOMER HAS EVOLVED
Whether B2C or B2B they are sophisticated, demanding, multi-channel, multi-touch, multi-journey requiring not just effective, easy and emotionally resonant interactions but lifetime personalized experiences that generate loyalty and true intimacy. THEY KNOW YOU HAVE THE TOOLS AND EXPECT YOU TO USE THEM TO DELIVER FANTASTIC EXPERIENCES THEY LOVE.
YOUR CX APPROACHES MUST EVOLVE TO MEET THEIR NEEDS
Competitive success today requires Data Driven, Business Impacting, Multi-channel CX Metrics Enabled Actioning Systems integrating VoC (Voice of the Customer), VoA (Voice of Analytics) and VoB/VoE (Voice of the Business & Voice of the Employee). YOUR APPROACHES AND CX TECH STACK MUST EVOLVE TO SUPPORT YOUR CHANGING CUSTOMER OR YOU FAIL.
CXSWAT LEADERS ARE DRIVING 5 TRANSFORMATIONS TO MEET THIS CHALLENGE
THE VISION IS CLEAR – A METRICS DRIVEN CONTINUOUSLY IMPROVING CX PERFORMANCE MODEL (CXPM)
- Meets Customer Needs & Business Strategy
- Across Multiple Journeys, Touchpoints & Experiences
- Delivered by People, Process, Data, Technology & Partners
- Driven By Actioning CX Metrics & Measurement Systems
YOUR 3 SIMPLE SUCCESS ACTIONS
REFINE YOUR CX SYSTEM VISION TO ACHIEVE CUSTOMER PERFORMANCE MANAGEMENT
DEFINE YOUR COMPASS ON WHAT TO FOCUS ON IN IMPROVING CX CAPABILITIES & MATURITY
YOUR CX PLAYBOOK GUIDES AGILE EXECUTION DELIVERING REAL RESULTS
WHY ACT NOW?
- CX IMPORTANCE IS GROWING – The relationship between CX and business success is proven but CX execution and achieving success is getting more complex
- YOUR IMPORTANCE AS A CX PROFESSIONAL IS RISING – Business leaders are appointing more CX professionals but demanding more results. CXSWAT (CX Specialists With Added Tools)
- YOU HAVE PROVEN OPTIONS – The approaches have been proven, early platforms have evolved and new platforms have arrived delivering powerful results
- YOUR COMPETITORS ARE ACTING – leaders in every industry are doing this. With 2019 strategy and budget season coming up the time to act is now
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