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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

Understand human needs & drivers

Understand human needs & drivers

Transform CRM into end-to-end CX

Transform CRM into end-to-end CX

Understanding consumers with social sciences

Understanding consumers with social sciences

Power CX transformation with hybrid cloud

Power CX transformation with hybrid cloud

Blend marketing with middle & back office IT expertise

Blend marketing with middle & back office IT expertise

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.

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REPORT

Bridge the gap between CX promise and reality

Are brands living up to their customer experience promises?

We surveyed businesses and their customers to find out whether brands are meeting customer demands and delivering an experience that matters.

Read now to understand the CX gaps that exist and learn how to close them.

DOWNLOAD REPORT
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See how to bridge the
Customer Experience Gap
and exceed your customers' expectations

EXPLORE THE SIX KEY CX GAPS

The CX50 List

This independent list was curated in collaboration with Marketing Week to introduce the top 50 thought-leaders, opinion-formers and practitioners who are creating the UK customer experience economy and excelling in their field.

The individuals were benchmarked on three key criteria—innovation, influence and impact—by an advisory board comprising editorial team members from Econsultancy, Design Week, Creative Review as well as Marketing Week.

DOWNLOAD CX50 LIST

FURTHER READING

Prepare today for the 21 jobs of the future

AI and automation are transforming how we work and the roles we perform. Discover 21 new jobs that will emerge over the next decade. And understand how to get your business ready today. 

FIND OUT MORE

Relearning Leadership

The way organisations create value has fundamentally changed. A new machine for work is emerging powered by data, algorithms, platforms and robots. The role of the leader has never been more challenging – or critical. Discover today the new blueprint for leadership. 

FIND OUT MORE

DOWNLOAD THE REPORT
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