Together with Medallia, Inc., our research of 450 senior customer experience and marketing executives across the United States, Canada, the United Kingdom, Germany and Australia shows that today's CX leaders do more than listen to their customers.
Leaders learn from feedback and act, aligning the company around a mission to drive customer-centric change.
Leaders were:
CX leaders use the following three competencies—and combine them better—as their engine for growth and innovation.
LISTENING POSTS
Capture sentiment
LEARNING SYSTEMS
Use digital intelligence
CUSTOMER-CENTRIC
ALIGNMENT
Act and adopt rapidly
Companies with effective prioritization systems are 20 percentage points more likely to improve CX and 25 percentage points more likely to increase revenue.
Companies that identify “integrating feedback into operating systems and processes” as the top way of sustaining commitment to CX are 13 percentage points more likely to innovate successfully.
Companies that identified “a culture where customers are the #1 priority” as the top enabler of cross-functional collaboration were 2x as likely to be in the top quartile of CX performance.
Improving CX for effective innovation can fundamentally change how your business operates, but doing so can ground you for sustainable improvement, growth and future competitiveness. Keep these in mind as you develop your next steps:
1. ASSESS WHERE YOU ARE
Invest in the competency that needs the greatest attention
2. IMPROVE ALL THREE COMPETENCIES
Leverage the strength of capabilities across all competencies
3. ADVANCE YOUR PROGRAM WITH TECHNOLOGY
Select the right technology to enable all competencies in real-time
To learn more about improving CX, contact:
Philip Davis
Managing Director,
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Laure Cornillon
Offering Development Senior Principal,|
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Laura Liberman
Business & Integration Architecture Senior Manager, Accenture Technology|
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