Published: 11 July 2022
High-tech companies lag behind all other industries in their CX maturity. Product managers should adopt the CX CORE model to create customer-centric product decisions, and intelligently coordinate cross-organizational capabilities matched with technology and data enablers to improve CX.
High-tech companies report greater customer experience (CX) struggles than other industries, especially with the collaboration and coordination for the building blocks of CX maturity, such as customer journeys, and aligning experiences.
Inconsistenttracking of customer-centric metrics and the inability to see the metrics aggregated into a customer journey view in real time make it difficult for product managers (PMs) to act on customer struggles and crises.
The Gartner CX Customers, Organization, Relationships, Experience (CORE) model requires intelligent coordination of the points of interaction, especially with products/services, so PMs can improve B2B CX.
To build compelling CX, PMs in technology and service
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