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Article CX Strategy

What Are Companies Focused on To Compete in the New Business Environment?

Business is not what it used to be.  Shifting technology and power shift towards customers are all creating a higher demand environment.  How a company reacts determines whether its at threat or an opportunity. 

Customer Centric Decision Processes

It sounds obvious but only a fraction of companies have achieved this benchmark.  Putting the customer at the start, middle and end of all your decision making is a difficult transition but offers tremendous gains in competitiveness, efficiency and timelines.
 
Success begins and ends with the customer, so companies are catching on to fact that centering around that reality is the way to build sustainable growing businesses.
 

Integrated Systems

With companies like Amazon running a completely integrated system, their competitors are finding their legacy systems which allow many departments to be detached from customers is a major competitive disadvantage.
 
Back office and infrastructure departments ultimately affect the customer experience, but they are used to running independent of any accountability to the customer.  Only integrated systems create the consistent visibility that drives changes in those organizations and also streamlines the effort to maximize customer experience.
 

Getting Out Ahead of the Customer

 Companies like Apple have always focused on being ahead of the customer.  The bar is now being raised for all industries — with technology driving the ability to not only know customers better but also predict their future behavior and plan around it.
Jun 22, 2016  
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It's impossible for companies to focus on the 'easy' market segments (ie. non millenials) and get comfortable with a less than competitive product or service offering. 

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