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For Customer Experience Professionals

The CX Transformation Imperative

It's Not Whether To Transform CX; It's When And How

September 14, 2016

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  • By Harley Manning
  • with John Dalton,
  • Dylan Czarnecki,
  • Scott Ross,
  • Kara Hartig

Why Read This Report

A handful of famous brands have thrived despite their dreadful customer experience (CX). But now a confluence of digital disruption, consumer hyperadoption, and rising customer expectations threatens to take them down. To acquire and retain customers in this environment, all companies must elevate the role of customer experience in their competitive strategies and commit to playing the long game. Winning the long game won't be easy. CX professionals must have a CEO mandate, an outside-in perspective, an innovation mindset, and disciplined execution.

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Table of Contents

  • CX Leaders Have Superior Business Performance
  • Some CX Laggards Defy The Odds And Thrive
  • It's Not Whether To Transform CX; It's When And How
  • Recommendations

  • CX Professionals Have Their Own List Of Imperatives
  • Supplemental Material
  • Related Research Documents

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