Global executives rank customer experience as their top priority.eventAlthough most people might say that they are already “customer-centric,” the reality is that only 15% say they have both a single (360-degree) view of customer data and an organizational structure to leverage these insights.
At Salesforce, I recently had the opportunity to work with Harvard Business Review Analysis Service (HBRAS) to survey 1,100 executives around the world to explore how to meet the future of customer experience.
New report”Make customer experience the core of the business: how organizations can unite around customers for development“The characteristic companies that Kellogg’s, Pacific Life, Kimberly-Clark and other companies are investing in to improve customer insight and customer engagement have transformed with scale and speed.
The report is available for download, here.
After the report was released, I was invited to write a special series of articles for the Harvard Business Review.
Executives prioritize customer experience in business transformation, and the fact that the proportion of companies organized around customers is so low that this reality inspired me to draft a blueprint to become a customer-centric company. The result is a five-part, customer-centric approach.
As the world reopens, every organization faces new opportunities to reimagine its business under the next normal. Now is the time to turn disruption into opportunity, be customer-centric, organize around customer data, and deliver more personal experiences at scale at every stage of the customer journey. Let us unite around our customers and their only source of truth, and together reshape our business.
