Dear Clients & Friends,
Customer experience (“CX”) transformation is perhaps the hottest marketing topic these days. Technology insurgents including Accenture Digital, Deloitte Digital, EY, KPMG, and other technology consulting and software firms are acquiring and hiring the talent necessary to help top 100 Global Brands with CX transformation. Advertisers are hiring Chief Customer Officers, and VPs, Directors, and Managers, CX positions to transform customer journeys in today’s new omni-channel marketing and e-commerce world.
EC has an active CX practice headed by Darcy Bevelacqua, Managing Director, and Darcy has written this month’s article, “Customer Experience Is A Challenge We Are All Facing.”
Assuming you are facing CX transformation opportunities, pls. reach out to us and we will schedule a call to assist you in this important area.
Best,
Jeff Gundersen, CEO & Founder
Darcy Bevelaqua – Managing Director, Customer Experience & Data Analytics Practice
Customer Experience is a challenge we are all facing.
Customer’s expectations are outpacing our ability to evolve or reinvent experiences fast enough. We’ve tackled the low hanging fruit but we haven’t made meaningful operational changes to sustain our growth. According to Forrester 2017 CX index “30% of companies will see further declines in CX quality and lose a point of growth”.
It’s time to focus on using Customer Experience to disrupt and drive internal growth, instead of procrastinating. Market disruption is all around us, and ignoring it puts your long-term growth plan at risk.
Digital transformation is not an option – it’s a mandate to meet the rising customer expectations. Marketing and IT must work together to convince the CEO to invest in digital transformation to enable customers to interact with us 24/7.
As we move to a more customer-centric business model, we will need different talent to drive our market share. The need for customer experience professionals, data scientists, experience designers, software developers, etc. will continue to rise, making them difficult to attract and more expensive. In order to attract the best talent you will need a compelling strategy and a culture that supports the talent you want to attract.
It’s time to re-examine your organizational silos to enable them to work together more effectively and collaborate. Competing effectively will require a more agile organization where teams can design and implement new experiences quickly and test/measure the improvements.
2018 will be an exciting year as we invest in our people, technology and culture to drive change and reinvent our business in order to attract new markets, create new products and services and drive growth through new operating models and partnerships.
New Career Opportunities:
Director, Customer Experience
Manager, Customer Experience
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