Providing Great Customer Experiences: The Challenge, Future State, and Business Outcomes

Did you know that customer experience (CX) is much more than customer service? It encompasses all the interactions that a customer has with your company. A great CX delivers value to the customer by making it easy, frictionless, and enjoyable to engage with you—and it delivers value to you because customers who have positive experiences are more likely to become repeat and loyal ones.

CX is infused in everything that everyone in your company does. It must be the central part of your go-to-market strategy. But, providing great experiences is not as easy as it sounds.

In the first paper in our series, we walk you through the background of CX and lay the groundwork for what you need to get there. You'll learn:

• The full definition of CX
• What great CX looks like
• Challenges to creating great CXs

In forthcoming papers, we'll lay out a path to help your organization provide great customer experiences.