The brand exists from the moment the enterprise is founded. With the first interaction with a prospect, so does the need for customer expeirence. Organisations grow and focus and investment and intent into these two assets for sustainable competitive advantage can be compromised or taken for granted.
Understanding the value branded experience can deliver to an orgsanisation reignites the passion for the brand and the customer. A transformation is often required becuase many areas of the organisation will be impacted if ‘experiemce’ is to be valued, desired and considered a reason for choice by customers.
This touches everyone in the organisation, and often impacts priorities, ways or working, what is delivered and how. To suggest this requires anything less than a transformative mindset and a comprehesive programme for change underestimates the requirement.
The incremental value from CX as a competitive advatange can be significant to revenues and bottom line, as well as staff retention right through to share price.
To acheive the gain, you need a partner with a proven track record across the globe working with organisations who have accelerated the value of and benefited from rewards which can be gained from effective CX Transformation. 81% of CX programmes fail to acheive their potential, understanding the dynamics of success through transformation is essential before you embark on that journey.