Set operational objectives, establish a connect with the cross-functional team, and understand CX initiatives to manage current state (CXOpia).
Identifying common metrics and using those metrics to track, measure, manage and communicate CX impact on business goals.
Provides practical advice on justifying CX investments; offers tools to design CX metrics dashboards; illustrates examples from industry
Insight into the technologies that help customers to evaluate, measure and act on customer perception, sentiment, and experiences.
Assist CX leaders to define the CX functional strategy and mandate, establish governance model and build capabilities to ensure a commitment to CX.
Work with CX leaders on CX budgeting, organizational CX readiness, and ways to advance CX maturity across departments and channels.
Gartner reveals 75% of organizations surveyed increased Customer Experience technology investments in 2018 . According to the survey, the top five CX project priorities in 2019 are metrics (64%); VoC (50%); increasing speed of product and service launches (45%); product proliferation and personalization (45%); prioritization of CX investments (44%); and customer journey automation (44%).
Gartner's latest Customer Experience in Marketing Survey indicates that 63% of organizations have a chief customer officer (CCO) or equivalent and 61% have a chief experience officer (CxO) or equivalent. Besides, almost half of CX leaders in marketing expect to see a budget increase. This demonstrates that many organizations have come to recognize the importance of CX.
Customer relationship management (CRM) and customer experience (CX) management are interconnected business strategies that often require the use of technologies to support the execution of the plan. Besides, CRM and CX no longer sufficient to perform in tandem without the use of advanced marketing (see our M3 Model) and digital transformation strategies. In fact, CRM and CX technologies (with integrated Modern Marketing Model — M3) happen to contribute to significant digital transformation leading the application market worldwide.