The document discusses the importance of customer experience (CX) as a priority for organizations, highlighting that while 73% view it as critical, only 1% deliver excellent experiences. It emphasizes the ROI of CX and provides a roadmap for improving CX, including identifying current maturity, mapping customer touchpoints, and gaining executive buy-in. Additionally, the document suggests creating initiatives, involving diverse teams, and using research tools to measure and report progress in CX efforts.
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