A recent Economist survey found that over a third of executives see silos within their organization as the biggest impediment facing Cx deployment and customer satisfaction.
The ideal customer experience should be defined in enough detail to allow the organization to design and implement business processes that create effortless experiences. When those processes are executed consistently over time, odds are that the organization will realize improvements in brand reputation, increased revenue, and lower costs.
If you cannot root your customer experience in your actual customers’ authentic behaviors, needs, and challenges, then who is it good for? Building customer jouney maps provides a visualisation of the entire customer experience, but what about the business processes that deliver these experiences?