The ROI of CX Initiatives
Quantifying the return on investment for CX improvement projects is difficult but not impossible.
Customer Obsession
It is about creating an enduring competitive advantage by putting your customers at the center of every business decision.
Role of CX in Business Model/ Innovation
The building blocks that go into designing a business model can ultimately shape the customer experiences you deliver.
Trust & CX
Do you trust the brand to deliver the products & services it promises to deliver? And feel trusted while interacting with it?
The ‘Hub & Spoke’ CX model
Organizations that adopt a 'Hub & Spoke' CX org structure see better alignment between the business and its customers' needs.