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