The Relativity of CX: the Science and Strategy Behind Good CX скачать в хорошем качестве

The Relativity of CX: the Science and Strategy Behind Good CX

Customer Experience Management - Asia Summit Sep 7, 2016 Abstract: Today we lived in a world of extreme customer expectation. Because mobile and social technologies are so pervasive in our lives, consumers nowadays are expecting everything else to work just like them—simple, instantaneous and seamless. A Nielsen survey we commissioned reveal that 79% of the 300 Fortune-1000 CEOs believe that their products are being commoditized, and 89% of them believe that customer experience (CX) will be the key to help them differentiate. However, not many of them realize that CX is a really a big data challenge. This talk provides an overview of a scalable and sustainable strategy for creating good experiences for your customers. We will also dive deeper to discuss what makes a CX good, how bad CX arise. Most importantly, we will introduce a holistic framework to analyze and measure your customers’ experience every step along their journey, at every possible touch-point. We will also discuss the analytic requirements to use this framework, so you can begin to understand, measure, and improve your customers’ experience.