CX Wins areDigital Transformation Wins

Six ways to create digital leadership—while improving satisfaction, sales, and recommendations

Measure experience at every point in the journey

Create seamless experiences across

channels and touchpoints

Prioritize investments that deliver results

Socialize and operationalize data

Accelerate issue identification

and resolution

Leverage artificial intelligence and machine learning

If you’re tackling digital transformation, you’re in good company:

ForeSee® analysis found that 85% of companiesare investing this year

B U T W H O ’ S S U C C E E D I N G ?

Companies that get it right have something in common: they put customer experience at the center of transformation e�orts.

Here are six strategies for winning on both fronts:

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Know customer needs across all channels CX WIN

TRANSFORMATION WIN Improve digital contribution

Give customers open, consistent, personalized experiencesCX WIN

TRANSFORMATION WIN Build loyalty and improve NPS®

Create digital services customers valueCX WIN

TRANSFORMATION WIN Make the most of budgets and resources

Foster a customer-centric cultureCX WIN

TRANSFORMATION WIN Keep teams focused on common goals

Exceed customer performance expectationsCX WIN

TRANSFORMATION WIN Differentiate with digital dependability

Uncover customer intentions, predict behaviorsCX WIN

TRANSFORMATION WIN Automate insights, accelerate innovation

START TURNING YOUR CX WINS INTO DIGITAL TRANSFORMATION WINS:

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