The news these days reports that poor CX is costing UK companies £37 bn, with retail and telcos losing the most in 2016. Ironically, the sectors who lose the most, according to a recent study by KPMG Nunwood, are also those which invest the most and get the best improvements in CX.
This looks like a paradox, but it is not.
Organisations have realised the importance of customer experience and they are moving fast into this space. Terms like Customer journey mapping, touchpoints, or ecosystems are words that abound in most business and strategy related conversations.