Link: https://blog.cutter.com/2019/09/17/you-can-get-more-satisfaction/
From The Cutter Blog
Cutter Consortium has been conducting a survey to gain insight into how organizations are adopting CX management practices and technologies and what they see as the possible impacts on their businesses. Senior Consultant Curt Hall has been analyzing the data and interviewing leaders and practitioners who are implementing, or working to implement, CX practices and technologies. Their opinions and recommendations add some depth and richness to the responses to our questionnaire.
As you can see in the chart below, increasing customer satisfaction is the number one benefit organizations seek from CX management. Organizations understand that just providing a great product or service alone will no longer cut it when it comes to achieving a high level of customer satisfaction. They must offer a superb customer experience as well.
implementing CX practices and technologies?
As one business architect of marketing at a telecommunications company told Curt Hall about his firm’s CX goals:
Our vision is to have a system augmented by customer data input versus relying solely on human interactions. This will provide a much more customer-centric view of all our business operations and clarify the role of customer journey management and result in deliberate and measurable improvement in all customer experiences.
If you’d like to participate in the study, you can still respond to the questionnaire. I also encourage you to augment your answers by talking with Curt. He can be reached at chall@cutter.com.
