Murray Grubb Jr, formerly of Oracle and currently with 8x8 Inc., told us that “businesses now understand that CX is the most important thing to their survival because there is little to no brand loyalty anymore.” The findings from the Glued Up report back that up, with 86 percent of over 200 decision-makers agreeing that great CX is a vital competitive differentiator.
However, many organisations still face major internal obstacles. 50 percent of decision-makers reported that customer data often sits on their CRM unused, and 44 percent feel that different departments were competing rather than collaborating on CX.
Although often overlooked, the quality of CX that an organisation delivers directly reflects its internal functioning, priorities, and strategy. If your organisation is looking to improve its approach to CX, consider the following expert advice.