CX Management in the Enterprise, Part I: Current Status

You are here

CX Management in the Enterprise, Part I: Current Status

Executive Update
Posted June 11, 2019 in Data Analytics & Digital Technologies


Curt Hall

To meet increasingly elevated customer expectations, organizations are implementing detailed strategies for distributing customer experience (CX) practices across the organization. This includes defining and standardizing the “customer journey” across various channels in order to strengthen their brand, increase customer loyalty, reduce costs, make better use of customer feedback, and so on. Organizations are also investing in leading technologies designed to enhance CX, regardless of which channels customers choose to engage with them.