You are probably familiar with it from your own organisation: Simply mentioning the term CX makes your colleagues’ pulse beat faster and initiates change. However, in order to make the desired competitive advantages a reality, we have to delve deeper and carefully define what a good customer experience actually is – from your customer’s perspective i.e. the human perspective.
In the course of digital transformation, organisations invest in new communication channels and yet the experience that customers really want to see is lost in the chaos of chatbots, messaging apps and social media. There is now talk of a Digital Disconnect. So let’s think back to those aspects of the customer experience that make your customers what they are: Humans!