“Customers first.”

Walk through most organizations and you’ll probably hear this phrase. In today’s ultra-competitive business environment, companies not prioritizing the customer experience won’t be around for long. The Qualtrics XM Institute estimates businesses stand to lose $4.7 trillion in consumer spending due to bad customer experiences.

Mention that number in the boardroom and people take notice.

Yet simply saying “customers first” does little to make the words a reality. How employees understand, embrace, and apply this mentality to their jobs moves companies from aspirational thinking to actual practice. That is why role-based enablement is a key part of managing the customer experience (CX).

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Adaptability: The Ability to Quickly Adjust to Shifting Environments and Customer Needs

Today the customer is in charge. Companies spend significant resources to understand their needs, desires, wants, and preferences. We have transitioned from a “make-and-sell” model to a highly sophisticated “sense-and-respond” model. What’s more, customers expect companies to keep up with their shifting demands month by month, day by day, and minute by minute.

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