Strategy, Transformation

The three building blocks of successful customer-experience transformations

Excerpt from the article…The three building blocks of successful customer-experience transformations
– By Victoria Bough, Ralph Breuer, Nicolas Maechler, and Kelly Ungerman

The recent shifts in consumer behaviors and expectations brought about by COVID-19 are forcing companies to change how they connect with and serve customers. Those that do not adjust to the next normal will quickly be left behind.

The good news is that there is now a proven formula for executing customer-experience transformations. It comprises specific steps across three core building blocks: a clearly defined aspiration, an agile transformation approach, and a thoughtful deployment of new capabilities, particularly advanced analytics (exhibit).

By combining all three building blocks, companies can create a competitive advantage in their industry.