Consumers now expect a bespoke, fluid experience when shopping. This experience is defining successful business models, but how can businesses predict what consumers want?

How can businesses differentiate through customer experience (CX)?

There are a number of practical steps a company can take when seeking to optimise its customer experience.

1. Diagnose the 'as-is'

2. Set a realistic 'to-be' goal of where it wants to be

3.  Set out clear and actionable next steps to implement its vision

Having set a clear goal for the customer experience, companies need to prioritise what is required which includes:

1. Correct

2. Optimise

3. Disrupt

Download - CX Marks The Spot: Rethinking The Customer Experience To Win

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