Tag: Haydn Townsend
When the growing gets tough, become life-centric
Many are turning to technology in hopes that a new digital approach will reshape their operations and keep them a step ahead of their competitors. But while over 95% of executives (in our recent survey) are accelerating their transformation, an astounding 97% of them acknowledge that, at best, this effort allows them to keep pace but will not on its own help them create new growth.
Effective customer experience begins with optimisation of operations
Many leading brands find that the operational transformation journey is more challenging, costly, and resource-demanding than expected. Organisations must unify their people, processes, and technology around the common goal of digital excellence to succeed. This is true whether your organisation is made up of multiple entities or functions as a universe of channels reaching out to customers in new and expanding markets.
The business of experience in times of uncertainty
There is opportunity to reinvent. Less clear is how people’s behaviour and underlying values will change for the long term. COVID-19 has so far changed the experience of being a customer, an employee and a citizen.
Why most marketing divisions fail at CX
Globally, executives have woken up to the fact that we now find ourselves in an evolved marketplace where customer experience (CX) has emerged as the key driver of sustainable business growth. In fact, a study we commissioned, Expectations Vs Experience: The Good, The Bad, The Opportunity, indicates that a mere one-point increase in experience scores can translate into millions of dollars of annual revenue (the 'good').
