Customer Experience Perspectives (7th June 2017)

This edition of Customer Experience Perspectives features some of the best resources compiled by our analyst team for busy customer experience professionals like yourself!

Let us know your suggestions and any useful articles we may have missed.

Customer Experience Perspectives

Avoiding the seven deadly sins of customer experience transformations – McKinsey

Efforts to improve the customer experience can deliver tremendous value, but temptations that can undo good intentions lurk in any change program. This article lists seven common missteps customer-focused companies must avoid.

Digitizing customer journeys and processes: Stories from the front lines -McKinsey

A compelling customer experience has evolved from ‘nice to have’ to a necessity in most industries. This article brings you an inside view of key stages of successful transformation. Most of the examples are drawn from financial services, but the lessons apply to any company seeking to reinvent its Customer Experience.

Customer Experience Crisis – Proactively Mitigating the Risk of Broken Promises – customerthink

In the eyes of a customer, a brand stands for a promise of value. Promises that are kept deliver a positive and rewarding experience that foster customer loyalty and positive recommendation.Today, when a brand breaks the promise spectacularly, the impact is not limited to one or two customers defecting to a competitor. Read this article for proactively mitigating risk of broken promises.

Customer Experience Transformation: One CMO’s Powerful Story -Forbes

This article outlines the impact of a non-traditional approach to customer experience transformation. The approach led not only to improved customer satisfaction but also to doubling of stock prices for the company. Know more about the powerful insights behind this huge success.

How to Build a better customer episodes -Bain

This infographic talks about importance of customer episodes and strategies to delivering better experience during each customer episode.

Mastering the digital advantage in transforming customer experience – Mckinsey

Digital services and operations are raising the competitive bar in every sector. To capture the opportunity, incumbents should embrace a new operating model that dramatically improves the digital customer experience. Read this article to know how.

We hope you have enjoyed this edition of Customer Experience Perspectives!

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