Download the Gartner® Report | Drive Quick Wins and Elevate Your CX Maturity with Total Experience Strategy
Introduction:
Unlock the potential of your customer experience (CX) initiatives with comprehensive research report from Gartner® on achieving best-in-class CX wins through total experience. Learn how executive leaders can drive quick wins and elevate their organization’s CX maturity by applying a total experience strategy to targeted CX opportunities.
Key Findings of the Report:
While most business areas contribute to customer experience (CX), they often operate in competing silos, thereby increasing the risk of uncoordinated and inconsistent CX initiatives with poor outcomes.
Top barriers to improving CX are a lack of visibility of actions taken, technology limitations, and weak cross-departmental coordination.
According to Gartner’s research, 64% of customer-facing employees say that “unnecessary effort” prevents them from delivering a higher-quality experience for customers.
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Unlock Gartner’s Chaos Engineering Findings & Recommendations for 2023
Benefits of Chaos Engineering
By investing in chaos engineering practices, organizations can ensure their software is more resilient, allowing customers to enjoy uninterrupted services and fostering business growth. Here are some key advantages of a well-managed chaos engineering practice:
Benefits of Downloading this Report:
Downloading this report will provide executive leaders like you with valuable strategies and insights to drive impactful change within your organization. Here’s how:
1.
Break down siloed CX inertia by identifying a high-value customer journey that could be elevated through the empowerment of key employees that interact with the customer
2.
Adopt best-in-class governance practices by forming a total experience (TX) fusion team as part of a CX center of excellence.
3.
Scope and align TX initiatives to broader business and IT objectives by using business architecture deliverables, such as customer and employee journey maps as shown in the figure below
DISCLAIMER: GARTNER® is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. | REPORT CITATION: Gartner, Achieve Best-in-Class CX Wins Through Total Experience, Jason Wong, 27 February 2023.
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