To grow customer value, organizations must be disciplined in creating a CX strategy that is woven into their value landscape, according to Brennan Wilkie, senior vice president of customer experience strategy, InMoment. An effective CX strategy is one that brings a new value landscape to life−one that puts the customer’s experience at the center of the value proposition.
Wilkie talked about the five guiding principles in designing CX initiatives that deliver ROI during Thursday’s Loyalty360 webinar titled, “ROI By....