Amid Disruption, Importance And Complexity Accelerate
The wheel of change is turning fast. Over the next 5–10 years, customer experience (CX) will become the through line that keeps brand purpose and customer relationships stable amid unprecedented upheaval. We’ve seen CX progress idle, but momentum is building as firms tackle foundational issues such as data debt and how to activate the front line.
CX becomes crucial for brands to survive, for them to avoid disintermediation, irrelevancy, blandness, and/or cluelessness about customer sentiment.
As CX’s mandate grows more important and complex, CX teams will need to shift operating models, operationalize real-time CX signals, be tasked to deliver top-line and margin expansion, and more.
Learn why CX’s importance will increase, how tech advancements will assist, and what CX teams should be thinking about to set themselves up for success now.