The Value of Experience: How the C-suite Values Customer Experience in the Digital Age

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“There is only one boss – the customer,” Sam Walton, Founder of Walmart, once said. “And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”

The Economist Intelligence Unit (EIU) recently conducted a survey of how global companies manage their customer experience (CX) programmes. Hear what 516 C-suite executives from 21 countries had to say on:

  • Prioritising future investment in CX
  • Ownership of CX initiatives
  • Measuring customer experience
  • CX channels most favoured by customers

If done well, CX initiatives can reduce costs, increase revenue and profitability, and improve customer satisfaction.

Download now and prepare for delivering next generation CX:

  • Global Executive Summary
    Featuring insights from North America, Latin America, Europe and Asia-Pacific
  • Europe Executive Summary
    Featuring insights from France, Germany, Italy, Sweden and the United Kingdom
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