Trends Report

Managing Cross-Cultural Customer Experiences

Use The Six CX Disciplines To Navigate Cross-Cultural Differences

August 19th, 2015
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Michael Gazala , Corey Stearns , Gabriella Zoia , Kara Hartig

Summary

When navigating cultural differences, companies often trip up by ignoring differences and exaggerating differences. Pitfalls like uneven brand perception and industry or region-specific regulation make managing customer experience (CX) across cultural contexts tricky. This report highlights four key principles for managing cross-cultural customer experience. Finally, it offers CX pros a set of proven best practices that leading companies use to deliver experiences that are effective, easy, and emotionally engaging for a variety of cultures both within their home markets and across borders.

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