WHY READ THIS PLAYBOOK
Companies see substantial business benefit when they systematically hunt down and eliminate customer experience problems. But eventually they need to stop doing business in ways that create those problems in the first place. When they do, they'll both cut costs and boost revenues, improving their bottom lines by tens of millions to hundreds of millions of dollars — or more. How can firms transform themselves and start doing business in a new, more customer-centric way? They can do it by adopting the six disciplines of customer experience. The main responsibility for driving this adoption falls on customer experience professionals, who can use this playbook to guide them through the process. This report is an update to the "Transform To An Experience-Driven Organization" report originally published on May 7, 2012.