Customer Experience (CX) is a significant source of competitive advantage in today’s highly challenging business environment. CX is broad in scope, but the underlying concept is delivering persona-specific experiences based on previous trends and instances. The key requirement to deliver compelling CX is to understand the customer well.
The majority of businesses adopt CX because their industry and competitors are seeing success by doing so. They also understand that promoting CX requires cultivating trust and relationships over and above the mere deployment of technology. While there is no consensus on the metrics to quantify CX, there is unanimous agreement on the need to develop a customer-centric culture within the enterprise.
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