When globally, 75% of companies want to work on customer experience, it is becoming a long term value creation model which is sustainable, equitable and shall build gains for all together.
Top management alignment/greater focus for Customer Experience Strategy
Customer Experience Strategy comes through the customer focused culture. Thus, top management with an infectious attitude towards creating a powerful customer experience can lead a company towards growth and financial success. Forrester reported this year that the top three challenges for a customer experience program include organizational culture (54%), organizational structures (45%), and processes (41%), and thus more focus on internal customer.