HOW TO BRIDGE THE CUSTOMER EXPERIENCE (CX) GAP ACROSS THE ORGANIZATION

The Customer Experience (CX) gap is the inertia within organizations that prevents them from optimizing customer touchpoints internally and along the customer’s journey. As customer expectations continue to grow and omnichannel customer service becomes the gold standard, it is increasingly important for organizations to bridge this gap—both internally and externally—to deliver a better customer experience overall.

The competitive advantages that can be gained are numerous and can have a great impact on revenue growth. Enterprise-wide collaboration provides agents with the best information on hand to deliver personalized customer care; gives the sales and marketing team a deeper understanding of what makes customers tick; and enables the product development team to quickly respond to customer needs.

This executive summary will focus on:

• Top 5 non-negotiable elements for an unmatched CX
• Strategies and tactics to gain organizational buy-in for a comprehensive CX program
• Real-world examples on how to bridge the CX gap
• The importance of understanding the customer perspective