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Introducing the new face of CX

Customer Experience (CX) has never been so important. We provide the perspectives you need to create next generation CX and deliver at scale.

Explore the image to discover six essential perspectives for great CX

Understanding consumers with social sciences

Understanding consumers with social sciences

Ethnographic insights for new technology applications

Ethnographic insights for new technology applications

Balance the benefits of global digital platforms with local market delivery

Balance the benefits of global digital platforms with local market delivery

Combine creative techniques with technology skills

Combine creative techniques with technology skills

Create real-time CX with a fluid decision-making framework

Create real-time CX with a fluid decision-making framework

The importance of change management to underpin CX

The importance of change management to underpin CX

To drive and maintain high quality CX business leaders must orchestrate capabilities & skills from inside & outside the organisation.

Customer experience (CX) can make or break a business today. Its strategic value means CX is no longer the responsibility of a single role or department. The whole organisation: front, middle and back office, must be aligned to a common ‘customer’ purpose.

To achieve this, you need to take a multi-dimensional approach to how you plan, design and deliver CX. It means bringing together diverse internal and external teams that can uncover deep customer insights, re-orient business processes around those needs and quickly build dynamic applications that respond to them.

The leaders in CX will successfully integrate these different perspectives to deliver amazing experiences that drive customer loyalty and sustained growth.

WHITEPAPERS

Three Perspectives on Re-Imagining the User Experience

Find out how rapid technological change is redefining the relationship between businesses and their customers.

1. Being Digital Means Being More Human
By discerning customers’ true needs and then developing solutions that fulfil them, winning companies will benefit from more satisfied customers.

2. The Expanding Role of Chatbots in Enterprise Collaboration
The ongoing integration of chatbots into a popular collaboration platform provides a look at what the future may hold.

3. Driving the Convergence of the Physical and Digital Worlds
How organisations are using intelligent connectivity to improve operational efficiency, customer experience and revenue growth.

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