Becoming a customer-focused organization: From preparation to transformation

Digital leaders continue to raise consumer expectations. Price and product are no longer dominant attributes in customer purchase decisions. Because of early CX innovators, modern consumers expect a deliberate, user-friendly and personalized experience. Expectations that B2C (business-to-consumer) CX superstars, such as Uber and Amazon, created for a superb customer experience have now been seeded across the entire marketplace, including B2B (business-to-business) organizations.

Observing these changing marketplace dynamics and having worked alongside clients across the CX maturity continuum — from laggards to leaders — we’ve identified three phases of CX maturity and the techniques necessary to accelerate your progress toward true customer experience transformation. This e-book will help you identify where your organization is in the CX continuum and how to get to the next level and achieve CX transformation.

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