High-impact CX is the path to better business outcomes.

The only way forward in today’s digital era is to put customers front and center in every way possible.

Why should you care about high-impact CX?

In recent years, business leaders have increasingly recognized that high-impact customer experience (CX) is one of the most significant differentiators for a brand.

The rise of digital channels, cutting-edge technology, and evolving consumer demands have all turned CX into a way to stand out in the marketplace and gain competitive advantage.

Results you can achieve.

According to a recent Forbes Insights survey of over 400 CX decision makers across numerous verticals, high-growth businesses are delighting customers by engaging more frequently through digital channels and delivering superior customer experience:

0%

of high-growth organizations proactively engage with customers all the time to ensure the best experience and prevent issues.

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of high-growth organizations are more likely to use online chat with customers.

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of high-growth organizations are embracing video chats with customers.

According to the survey, adding digital CX channels also resulted in tangible business benefits:

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saw improved customer satisfaction levels.

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achieved faster response times.

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empowered employees to handle concurrent messages.

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reduced costs.

The pattern is clear.

High-growth organizations that focus on delivering high-impact CX are reaping the benefits.

How to make high-impact CX happen?

High-impact CX revolves around answering the customer’s requests faster, better, and in a richer manner. Making it happen requires a few key steps.

Companies need to make CX a priority

Companies need a culture where everyone shares a commitment to customers

Companies need to have the right technology to support CX

Companies need to make CX a priority

45% of respondents identified CX as one of their top three business priorities over the next year.

Companies need to make CX a priority

45% of respondents identified CX as one of their top three business priorities over the next year.

Companies need to cultivate a culture in which everyone shares a commitment to customers

Leaders must recognize that every employee has a role to play in making customers the focus.

Companies need to cultivate a culture in which everyone shares a commitment to customers

Leaders must recognize that every employee has a role to play in making customers the focus.

Companies need to have the right technology to support CX

76% of respondents agree that technology that enables employees to seamlessly collaborate across departments is essential.

Companies need to have the right technology to support CX

76% of respondents agree that technology that enables employees to seamlessly collaborate across departments is essential.

Newer companies are already building their tech infrastructure from the ground up using a customer-centric approach that emphasizes high-impact CX through video, mobile apps, chat, and other channels.

For more established businesses, the challenge is to leverage the strengths of existing legacy technology investments by integrating them into next-generation systems that can deliver superior CX.

What does high-impact CX look like?

Customer-centric online retailers

Deliver a personalized, data-driven shopping experience that relies on deep consumer insights and real-time interactions. All touch points are at the customer’s convenience, via their preferred device or interface.

Cutting-edge financial services companies

Customer-first airlines

Customer-centric online retailers

Cutting-edge financial services companies

Offer ways for customers to receive services almost instantaneously, right from their mobile phones.

Customer-first airlines

Customer-centric online retailers

Cutting-edge financial services companies

Customer-first airlines

Provide frictionless experiences through apps that let customers book tickets, move seats, and reschedule flights—freeing up the contact center to handle more complex tasks over the phone.

What’s preventing more organizations from implementing high-impact CX?

The lines of CX responsibility are unclear and fragmented:

22%

Only 22% of those surveyed have a dedicated executive whose sole focus is CX.

39%

Another 39% report having an individual who handles CX on a part-time basis.
Additionally, touchpoints are tangled up in silos, muddling data and compromising a seamless customer journey.

Giving CX the attention it deserves—with a focus on delighting the customer across all touchpoints and interactions—will deliver better business outcomes.

Are you ready to incorporate high-impact CX into your organization?

Download the full Forbes Insights report on “How to Master High-Impact Customer Experience” and start your roadmap to drive market-leading CX initiatives now.