White Paper: Customer Experience Excellence
August 2020 | Sales, Marketing, Service
Creating superior customer experiences is one of the most important determinants to achieving
competitive advantage in today’s dynamic environment. Customer centricity is the basis
for creating experiences that delight customers. However, plans and results often diverge from
each other in practice. Most companies actually fail to create wow moments that really matter
to customers. This paper explores seven dimensions that enable companies to create superior
customer experiences and explains the levers behind them.