The COVID-19 pandemic and industry drivers, such as the increasing preference for digital engagement and consumerism, have shifted enterprises’ investment priorities to improving customer experience (CX) and engagement.
With a focus on evolving requirements and engagement models, our CX Excellence program provides ongoing coverage of the CX market. Our customer experience research, including customer experience delivery and CXM strategy, helps you stay ahead of future CX requirements and improves your customer experience decision-making.
Our CX Excellence membership offers complete coverage and deep industry context, addressing key aspects of customer experience research, including customer experience delivery and CXM strategy.
Members gain unlimited access for customer experience and customer service leaders, as well as other CX-related roles in their business, regardless of location.
Companies have experimented with moving to digital operating models and building digital platforms to drive competitive advantages in managing operations, especially in improving the customer experience and employee experience.
Research that embraces a business-first (versus a technology-first) approach to examining IT-led business transformation.
Advice that goes beyond technology decisions, tackling the more complex aspects of transformation through practical insights.
A model that encourages clients to interact with analysts and experts through in-person interactions and unlimited analyst inquiry.
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