With companies shifting into the "experience" business, they need to become adept at providing high-value, relevant offerings that will translate into profits. The consequences of ignoring customer experience will be dire, sooner or later. As with all negatives, the cost of not creating a customer experience is hard to measure but cannot be underestimated-the stakes are as high as extinction.
This survey and report shares insights on:
- the elements of a positive customer experience that contributes to the financial well being of the company offering that experience
- challenges of developing and maintaining a positive customer experience for the long term while increasing profits
- the technological foundation for a positive and profitable customer experience
- the impact of new technologies on the customer experience, such as data analytics, social media and mobile computing.
