Transforming Customer Experience Inside and Out

It’s Time to Close the CX Gap

Everyone agrees customer experience is essential to business performance—so why aren’t more organizations excelling? A well-executed customer experience (CX) drives some of the world’s most successful companies. It helps them protect customer engagement and brand equity in the face of economic turbulence and leap ahead of competitors in times of growth. Yet the majority of business leaders admit their CX strategies are falling short.

As this Harvard Business Review Analytic Services report reveals, there’s a belief-behavior gap between knowing CX improvement is a leading priority—as 73% of respondents tell us—and delivering effective CX.

Respondents ranked CX as one of the two most important drivers of customer loyalty and brand equity. Yet, only about a third strongly agree CX is a focal point of their organization’s overall growth strategy.

There’s clearly a disconnect here.

At Thoughtworks, we help organizations turn CX goals into tangible products and differentiated experiences. And we have seen the powerful things successful CX leaders do differently.

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