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For Customer Experience Professionals

Does Customer Experience Really Drive Business Success?

Business Case: The Customer Experience Ecosystem Playbook

July 15, 2015

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Why Read This Report

It's the age of the customer, when technology and economic forces have changed the world to such a great extent that an obsession with winning, serving, and retaining customers is the only possible response. Transforming the customer experience is one of four critical market imperatives required for shifting companies toward customer obsession. But how can customer experience (CX) professionals prove that to their executives? Not by pointing to the stock market gains that accrue to CX leaders because there's too much noise in the data. Instead, the proof lies in comparing the revenue growth of companies with superior customer experience to that of their direct competitors with comparatively inferior customer experience. This report details how we went about doing exactly that and the surprising results we uncovered.

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Table of Contents

  • Does Good CX Pay Off? You Can't Prove It With Stock Market Returns
  • Better CX Correlates With Higher Revenue Growth In Most Industries
  • The CX/Revenue Growth Equation
  • Craft Your Customer Experience Strategy For Growth
  • What It Means

  • CX Leaders And Laggards Will Continue To Go Their Separate Ways
  • Supplemental Material
  • Related Research Documents

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