{"id":16613,"date":"2021-12-13T22:54:47","date_gmt":"2021-12-13T17:24:47","guid":{"rendered":"https:\/\/cigniti.com\/blog\/?p=16613"},"modified":"2021-12-13T23:39:06","modified_gmt":"2021-12-13T18:09:06","slug":"lead-customer-experience-transformation","status":"publish","type":"post","link":"https:\/\/www.cigniti.com\/blog\/lead-customer-experience-transformation\/","title":{"rendered":"Why and How to Lead a Customer Experience Transformation"},"content":{"rendered":"
Being in charge of a customer-experience (CX) transition can be stressful. Many leaders are hesitant to begin because they are intimidated by the numerous hurdles of implementing change across practically every organizational silo. However, this hesitancy poses genuine hazards to the company. COVID-19 has caused significant adjustments in consumer behavior and expectations, prompting businesses to rethink how they connect with and service customers. Those who do not adapt to the new normal will be left behind rapidly. Investing in customer experience during a downturn has a proven track record. Companies that prioritized customer experience during the last economic downturn had three times the shareholder returns of those that did not. Now is the moment to take action.<\/p>\n
The first step in transforming your client experience is to agree on a clear definition of the type of experience you intend to provide. When firms set out to establish their customer-experience aspiration, they frequently fall into one of two traps: either the aspiration is vague and unrelated to the company’s mission, or it’s unclear how the aspiration will generate value that can be measured and monitored. If you fall into one of these two traps, your CX transformation program will be unclear and incoherent.<\/p>\n
The time has come for businesses to focus on customer experience across industries. Why? Because statistics reveal that excellent customer service is still uncommon. That means there’s a lot of money to be made right now if you can step up and lead a CX revolution for your company.<\/p>\n
<\/p>\n
Source: Forrester Research, Inc.<\/p>\n
According to Forrester, companies must develop six competencies around a CX vision: Research, Prioritization, Design, Enablement, Measurement, and Culture.<\/p>\n