Customer experience (CX) is at the top of every business’ priority list. It concerns the CEO, the CMO and even the CIO. Emerging technology, changing consumer needs and effective use of customer data are all critical elements when ensuring your CX strategy is as powerful as possible in a competitive and digital landscape.
The CX evolution continues as organizations move up the CX maturity model. There is a need for a solid return on the CX investments that have been made and it’s paramount to be able to show return to the business through customer metrics, analysis and customer data.
In the 2019 agenda, we will support you in every stage of your CX journey. We recognize that Customer Experience is an organization-wide initiative, thus our focus will be on both the business and the IT sides of the organization.