Published: 06 August 2024
Driving profitable growth and boosting lifetime customer value demand that enterprises improve their abilities to sense and respond to customer needs. This roadmap shows how IT leaders can partner with their leadership and implement the CX CORE model to create a customer-centric organization.
Efficiency-driven strategies to managing customer relationships amid ongoing business disruptions and increasing rates of customer change have exposed shortcomings with traditional customer experience management (CXM) approaches.
A new business architecture to create a customer-centric business operation is required to deliver the dual functionality of serving customers and driving organizational growth.
Rate your organization’s customer experience (CX) maturity by taking the IT Score for Customer Experience.
Use this strategic roadmap to start the process by assessing and stress-testing the organization’s commitment to a customer-centric approach.
Partner with your CX leader or initiative teams to rearchitect your CX vision and approach to
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Analysts:
Don Scheibenreif, Ilona Hansen, Melissa Hilbert, Michael McCune, Michael Chiu
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