Customer Experience Is A Culture Problem

Customer Experience Is A Culture Problem Customer experience has undergone a dramatic transformation over the past four years. The software category matured, fragmented and is consolidating as vendors and users, alike, tried to achieve the promised ROI – revenue growth from customer loyalty. Customer experience is in the process of being redefined. It’s not software that automates engagement or predicts which customer an employee should or should not pay attention to. Customer experience is about all-inclusive strategic alignment between the customer’s engagement expectations, brand promise and the company culture behind the brand. To win, CEOs must be maniacal about that alignment.