Customer Experience Viewpoints: The Six Pillars of the Customer Experience

"Eighty percent of companies believe they deliver a superior customer experience, but only eight percent of their customers agree." - Harvard Management Update.

Customer experience is one of the most talked about concepts in business today. Everyone from the CSR to the CEO mentions the "experience" of the customer as a critical success factor. Customer experience is recognized as critical differentiator, its business benefits are known, and various functions compete to own it, and yet many organizations struggle to deliver their desired customer experience resulting in a deterioration of their competitive position.

An outside-in assessment of customer experience capabilities against a holistic framework can highlight areas of strength and actionable opportunities for improvement.

Download the entire Point of View (Adobe PDF, 450kb)