60% of CEOs leading the most financially successful organizations said that “delivering better customer experiences” is among their highest priorities in the next two to three years. But companies face many hurdles in their journey of experience transformation — from data governance to technological complexity to organizational misalignment. To compete and win in the experience era, companies need to make customer experience (CX) and employee experience (EX) strategic priorities and unite the organization to fully execute.
Create competitive advantage by delivering exceptional experiences
With people’s expectations continuing to evolve in the wake of the pandemic, companies are under increasing pressure to elevate customer and employee experience to create competitive advantage.
Drive human-centered business transformation with design
To meet ever-growing customer expectations, many organizations are adopting a design-led approach to CX transformation. IBM Consulting™ takes this a step further with its approach to Business Design, which focuses not just on user experience but on business outcomes and broader cultural concerns, to create value while benefiting customers and society at large.
Data-driven personalization: Using data and AI
Tackle technology complexity to free up innovation
Organizations can struggle to keep up with technology modernization and with reconciling what has often been adopted in piecemeal fashion. By simplifying their technology landscape, they free up employees to focus on innovation, growth, and experience transformation.
Overcoming organizational obstacles
Organizational complexity can also hinder transformation. CX strategy must span the enterprise, as it requires cross-functional collaboration to execute. Open and intelligent workflows that connect stakeholders across functions are also critical to break down silos and share a common vision.