The Seven Components of A World-Class Utility Customer Experience Strategy
- May 23, 2019 9:14 am GMT
This item is part of the Special Issue - 2019-05 - Customer Care, click here for more
The Customer Experience (CX) landscape is constantly evolving. A few years ago, businesses based their competitiveness on branding and pricing. CX conversations were primarily confined to the hospitality industry, where elevated service levels enabled companies to acquire and retain customers. But as Forbes points out, “customer experience is the new brand.”
With the explosion of the Internet, social media and mobile technology, customers have come to expect the best CX in every brand interaction.
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