An effortless customer experience can result in increased customer satisfaction, loyalty, advocacy and greater customer lifetime value.
This whitepaper is the first in a 3-part series on Customer Experience. This first paper deals with Customer Experience strategy and design, and how an effortless, data-enabled, insight-driven experience is a critical enabler for competitive differentiation. The second whitepaper will focus on how customer information and analytics (especially in the age of big and unstructured data and predictive, pre-emptive, and social media analytics) can provide deep customer insights to enable differentiation and personalization that also help firms better compete. The third whitepaper and last of the trilogy will deal with how new technologies, organizational design, and alignment of incentives are the final key ingredients to develop an integrated, digital, and multi-channel customer experience.