AI and Automation & Re-Engineering in the enterprise
Research from Harvard Business Review Analytics Services found that less than two in 10 businesses are able to deliver relevant and valuable customer experiences. According to the research findings, the top three success factors for customer experience transformation is:
1. Customer centric culture
2. Management/leadership buy-in
3. Visibility into and understanding of the end customer experience.
The research also revealed that customer experience (CX) leaders are more likely to be using emerging technologies and creating personalized and omni-channel experiences. CX leaders are also more likely to use data to predict and anticipate consumer needs, understand lifetime value, and track customer advocacy.
CX leaders also have a much higher sense of urgency - they believe there is no time to waste in transforming to deliver a superior customer experience. Data is at the heart of meeting the elevated expectations of today’s connected customers. Forward-looking companies have invested in new technologies capable of consolidating and analyzing key customer data and have reorganized to be able to act on that customer insight in a more nimble way.