From customer centricity to customer delight

by GemSeek

What does customer experience mean for your organization? Now that we have officially closed GemSeek’s CX Trends survey, find out what professionals like you do to turn customer experience into a competitive advantage.

Most surveyed professionals define CX as delivering an experience that meets clients’ expectations. There are as many approaches to achieving this as there are organizations around us, but the biggest barrier our respondents face seems to be linking customer experience to financial results.

To optimize their efforts in 2017, organizations have planned to focus on four elements:

  • Influence mapping – to target sales efforts
  • Touchpoint measurement – to boost actionability
  • Customer Journey – to track the full experience
  • Net Promoter Score (NPS) – to measure the effects

In the PDF below, we offer an overview of the findings and discuss each of these elements.

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