The challenge for organizations in every sector is to provide a customer experience that matches expectations in every channel and keeps customers coming back.
The saying goes that the “customer is always right.” Today’s customers have more choices than ever before, and they’re empowered. “Organizations are seeking new ways to engage customers, drive new sales and increase customer satisfaction by providing compelling customer experiences,” said
Olive Huang, research director at Gartner. “However, a customer experience (CX) initiative that lacks a strong, clear vision often fails to achieve its intended result.”
An organization suffers when it fails to convey to its employees the necessary changes that come with its vision. Or, equally, when it doesn’t engage all stakeholders to work together to implement the vision at every stage of the customer life cycle.
Gartner identified four key attributes critical to creating the customer experience vision (see Figure 1). But how does this work in practice?
