Businesses increasingly use the word ‘design’ as the solution to many problems. However, many still adopt traditional process design techniques, which are not able to bring the right customer focus or lead to innovative solutions.
Many companies aspire to deliver a great and differentiated customer experience, but their ability to deliver it is often hampered by several misconceptions about CX and a narrow view of what CX actually means.
Why do so many CX initiatives fail to achieve competitive differentiation or quantifiable business benefits? My experience tells me that these casualties are due to a combination of poor strategy and bad execution, coupled with many execs still only paying lip service to CX.