“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

Posted on January 17, 2023 - CX Now: Eight Essential Themes Driving CX Evolution

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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