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A guide to excel in customer experience

What if you really put your customer at the heart of your business?

Companies tend to resemble one another more and more, with similar products, capacity to deliver, and frontline employee experience. 

Differentiation tends to come from the way customers are served, and the perception they develop during ‘lifetime’ interactions with the company: the customer experience.

We believe that to perform well in this area, you need to:

  • Raise awareness of customer experience principles within your company
  • Implement a bottom-up approach to business transformation driven by customer experience improvement through customer journey design
  • Reboot your business model and change your DNA to facilitate the shift towards customer centricity

This approach also gives meaning to your digital transformation and your innovation projects: digital features are introduced as leverage for improved customer experience, increased sales, and reduced servicing costs. This mindset shift puts customer experience ahead of technology – not the other way around.

This guide gives you the guidance to engage in transformation driven by customer experience improvement through customer journey design and will be useful to a wide range of managers from service marketing, business transformation sales, supporting functions, and of course customer experience offices and customer service agents.

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