DEEPEN Customer Experience Transformation: Enact, Part 3 of 3

DEEPEN Customer Experience Transformation: Enact, Part 3 of 3

In the third and last installment of our blog series about customer experience (CX) transformation, we discuss the most difficult, costly, and risk-laden phase, Enact. A full-scale, company-wide, CX transformation takes a significant operational and financial investment. Given that most companies will need to transform in phases, CX leaders need to continuously show progressive return on...

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Using Technology to Drive Customer Loyalty

Almost every company, regardless of size or industry, has a similar underlying goal: to cultivate and grow an engaged, profitable, and loyal customer base. This is easier said than done and the obvious question becomes, "How do I do that?" Strategically, the answer to that question varies, but today technology should play an important role in this process. Properly leveraging a Customer...

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