Verde Group Whitepaper
Driving Improved Business Outcomes via Customer Experience Excellence
Excerpt Below:
There is a great debate going on across global boardrooms. Will investing in improving the customer experience truly yield improved business outcomes? Intuitively, one would think the answer is clear: A better experience should drive an increase in revenues and profits. However, what part of the experience should companies focus on? What specific interactions should be triaged and improved? If investments have been made using existing insights, has the company realized improved financial outcomes? If no, why not?
While there is a wealth of data collected, is it being thrown into the proverbial company garbage can?
The hard truth is that the customer experience is complex. Sifting through all the noise to find a signal is a challenge and let’s face it, focusing on improving one attitudinal metric is likely not going to get it done.
In a 2023 Verde Edition reader survey, we found that 66% of businesses are not consistently using CX insights to guide their decisions.
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