Customer experience is the number one priority as ranked by executives around the world. Even though most may say they’re already “customer-centric,” the reality is that only 15% say they have both a single (360-degree) view of customer data and the organizational structure to make use of those insights.
At Salesforce, I recently had the opportunity to work with Harvard Business Review Analytic Services (HBRAS) on a survey of 1,100 executives around the world exploring how to meet the future of customer experiences.
The new report, “Making Customer Experiences the Heart of the Enterprise: How Organizations Are Uniting around the Customer in Order to Thrive,” features companies such as Kellogg’s, Pacific Life, Kimberly-Clark and others. It shares how executives are effectively investing in improving both customer insight and customer engagement, and how they’re transforming with scale and speed.
The report is available for download, here.
Following the release of the report, I was invited to contribute a special series for Harvard Business Review.
The reality of executives prioritizing customer experience in their business transformation with such a small percentage of companies actually organized around their customer, inspired me to draft a blueprint for becoming a customer-unified company. The result is a five-part approach to customer-centricity.
1. Why Going Digital Isn’t Enough to Meet the New Customer Experience (CX) Imperative – Link
2. A Blueprint for Becoming a Customer-Centered Company – Link
3. 8 Steps for Building a Culture of Data-Driven Empathy – Link
4. Here’s What Happens When You Focus on Employees to Better Serve Your Customers – Link
5. A 5-Step Roadmap for Becoming a More Customer-Centric Company – Link
As the world reopens, every organization faces a new opportunity to reimagine their business in the next normal. The time is now to transcend disruption into opportunity, to become customer-centered, organize around customer data, and deliver more personal experiences at scale, at every stage of the customer journey. Let’s unite around our customers and their single source of truth to reshape our businesses together.
Brian Solis | Author, Keynote Speaker, Futurist
Brian Solis is world-renowned digital analyst, anthropologist and futurist. He is also a sought-after keynote speaker and an 8x best-selling author. In his new book, Lifescale: How to live a more creative, productive and happy life, Brian tackles the struggles of living in a world rife with constant digital distractions. His previous books, X: The Experience When Business Meets Design and What’s the Future of Business explore the future of customer and user experience design and modernizing customer engagement in the four moments of truth.
Invite him to speak at your next event or bring him in to your organization to inspire colleagues, executives and boards of directors.
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