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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