CX insights

Emotional intelligence.

There’s a wealth of research and commentary on the importance of customer experience, how to implement effective CEM programs and how to move your business from product-centricity to customer-centricity. As you’re very busy people, we’ve done some of the hard work for you.

Here are five key insights that demonstrate the commercial importance of customer experience management.

Sources: Accenture, Customers 2020 Report, Forrester Research, Leading on the Edge of Chaos, Temkin Group Customer Experience Expectations and Plans for 2014