Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships.
There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience.
But while some elements of a CX programme can be created and managed in-house, no company can be a jack-of-all-trades when it comes to the vast array of tools, technology and services available that can really make a customer experience stand out and be memorable.
To really grow the programme and continuously update it to keep up with changing customer needs and expectations you need to create a business plan for investment internally and partner with external experts to help you achieve your goals.
The Customer Experience Buyer’s Guide 2017 helps you with this process by providing guidance, experiences and insights from industry experts – from demonstrating ROI of a potential partnership to the C-level, right through to how to gain the most value from working with a vendor partner.
The insights within the report follow the journey from business plan to successful vendor relationships:
- Creating a business case for investment
- Selecting the right vendor partner
- Making the most from a partnership
- Partnerships top tips & success stories
In addition to looking at the key elements that make up a great partnership, this report highlights the key investment priorities for global customer experience leaders in 2017:
- Channel integration
- Customer experience management
- Customer journey mapping
- Customer insight
- Customer loyalty & retention
- Customer satisfaction monitoring
- Voice of the customer
Each of these investment categories will have insights through videos, interviews and articles on how a focus on these topic areas have helped optimise organisations’ CX strategies and drive value for their business. And, ultimately, how it has helped them leverage these to enhance the customer experience they’re providing.
With an exclusive foreword by the CMO of Forrester, and contributions from the likes of Disney, American Express, Virgin Atlantic, Volvo, BT, and many more, The Customer Experience Buyer’s Guide 2017 ensures you keep your finger on the pulse of the CX investments and vendors for the next 12 months and beyond.