Recent articles about customer experience (CX) have included statements as grandiose as:
- “Customer experience is the new brand.”- Forbes
- "Put customer experience at the heart of your operations.”- McKinsey
- "Customer experience is the key competitive differentiator.” - Wall Street Journal
Yet, a common theme that emerges when we talk to clients about their CX efforts is the struggle with how to get started. They’ve read the advice and agree that CX is important, but they don’t know what actionable steps to take to improve their organization’s customer experience in a way that impacts business.