Customer experience is the next competitive battleground. According to research from Gartner, 89% of companies expect to compete mostly on this basis. It drives revenue. Research shows satisfied customers spend more after a positive experience and also talk about it with their friends.
Customers are transforming faster than companies can adapt. CX is now at the heart of every buying experience. Impersonal interactions will get you nowhere. Excelling at pleasing your customers requires a complete view of the customer lifecycle and how they interact with your company.
Investing in a positive experience supports your brand and allows you to keep pace with customers. More than design, it is about putting the customer at the center of your business. It means building agility to respond to trends and business data. It means driving innovation and creativity to make CX growth programmatic and prescriptive. It means making the customer journey part of every aspect of your business.
Capgemini can help you approach CX differently. We have the experience to understand how it affects all areas of your business and determine how to consistently exceed expectations. It takes 12 positive experiences to overcome a negative one with your company. Seize every aspect of your customer lifecycle and strive to deliver a more consistent, positive experience.