Vision Report

CX Leaders: Take A Systematic Approach To Ensure Success

Focus On Six Priorities To Boost Customer Loyalty, Business Results, And Investment In CX

May 11th, 2021
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
With contributors:
Harley Manning , Clarissa Skinner , Ben Salamin , Shayna Neuburg

Summary

Customer experience (CX) leaders must organize stakeholders companywide to create a consistent, high-quality CX that aligns with the firm’s expression of customer obsession. To succeed, CX leaders should focus on six priorities: establish, fund, and scale the CX function; collect and analyze data for customer insights; embed customer insights into the business; design experiences that drive loyalty; enable CX with technology; and measure CX performance and prove ROI. CX leaders who fulfill these priorities will drive customer loyalty, deliver business results, and justify greater investment in CX. Use the CX Function Maturity Assessment in this report to help your CX team fulfill its mandate.

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