The company provides customer experience; right from the time they buy its product or service to the time they no longer use it. It has become paramount to business success. Executives in every industry know this today, and it’s a reason why ‘customer experience’ has become an increasingly popular Internet search term in the past decade.
In fact, the experience you provide customers – not just the product you sell them – to a great degree determines how they value your brand. Amazon.com is a leading exemplar of this. Jeff Bezos’ notion of a company that obsesses over customers was path-breaking 20 years ago; and consequently many others have followed suit.
Why do you need this Whitepaper?
However, creating a great customer experience, or CX for short, is not easy. The latest edition of our management journal, Perspectives, features 13 articles that provide insights from TCS and other customer experience experts.
You’ll find insights on how to get started, how to design experiences that are effective but not intrusive; and most importantly how to extend the influence of that experience after you sell your products or services. Alongside that you will get a glimpse into the future of CX; you’ll also find tips on achieving CX leadership and its value in driving successful change within your organization.
This Infographic illustrates the rise of CX by the numbers, the subsequent rise of the CX executive, the top challenges they face and the business benefits these organizations are realizing through their customer success transformation efforts.