Introduction

IN AN INCREASINGLY DIGITAL WORLD, where competition comes from outside the traditional industry and digitally empowered customers have increased buying power, forward-looking companies with strong brands and a focus on customer centricity build success from exceptional experiences. An exceptional experience depends on delivering branded, memorable customer journeys across the various channels and touchpoints a firm has with its customers to create delight, trust, and long-term loyalty.

This white paper describes how, in an era of increased digitization, customer choice, and non-traditional competition, an organization needs to transform itself to deliver the experiences that differentiate it from its competitors. It explains how the majority of firms jumping on the “customer experience” bandwagon maintain an incorrect conception of what customer experience (CX) means, frequently confusing it with traditional efforts to reduce touchpoint-based dissatisfaction and abrasive experiences. The white paper presents the Synergy Consulting Group’s proprietary “Customer Experience Management (CXM) Maturity Model” that enables an organization to assess its progress toward becoming a CX leader, from strategy, process, organization, culture, and systems perspectives. It also presents the Synergy Consulting Group’s proprietary “CXM Process” for CXM-mature organizations and the Synergy Consulting Group’s approach for getting started with the organization’s mindset shift toward a cross-touchpoint, journey view of CX improvements.

See if our Customer Experience Management Consulting Practice can help you.