Topdown presents a three-part video series on overcoming common gaps in customer experience strategy and enterprise architecture to be a customer experience leader.

In this first video, Ted Schadler from Forrester Research presents the case for why companies should care about customer experience (CX). In short: CX impacts revenue and stock price performance. CX leaders outperform companies with even average customer experience by 27%, and outperform those with poor customer experience by 81%! Plus, CX has a huge impact on customer loyalty, retention and likelihood to recommend. Ted then uncovers four common gaps in customer experience and the reasons why those gaps exist.

Watch Video: https://www.youtube.com/watch?v=sdMgbJK0ixo