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CX’s Coming of Age


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This year marked the 21st anniversary of Pine and Gilmore’s Experience Economy, with customer experience management reaching age of majority across the globe. However, CX Maturity level-wise, most global brands and companies still linger in their infancy or, at most, tumultuous teenage years.
The presentation explores top 3 challenges and solutions to overcoming them
– having the right customer-centric culture, framework and program in place
– drawing from customer-obsessed lead research and consultancy practices as well as...
– CX leaders across industries.

This presentation forms part of the online Festival of NewMR series. Presented by Andreea Coca from Kantar.

Published in: Education
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CX’s Coming of Age

  1. 1. CX’s Coming of Age Andreea Coca The Festival of NewMR, March 2020
  2. 2. Sponsors Gold Silver The Festival of NewMR, March 2020
  3. 3. 21 years and counting…
  4. 4. 1. Establish Build awareness and understanding. 2. Develop Define the structure and engage. 3. Validate Prioritize and prove results. 4. Maintain and optimize Sustain engagement. CXMomentum 5% 15% 30% 50% CX Maturity Do you know where you are?
  5. 5. BX CX UX BX CX UX BX CX UX Which one would you say it is?
  6. 6. Does your CX vision align with your Brand Promise?
  7. 7. Employees Create outstanding employee experiences Customers Create outstanding customer experiences Brand Deliver on brand promise Have you broken the silo mentality?
  8. 8. HOSPITALITY 3.1 5.1 Year 1 – Q1 Year 3 – Q3 Repeat Visits Employee commitment Customer satisfaction 69 54 87 67 DIY RETAILER Increase in store engagement = 2% sales increase per visit How are your EX and CX connected?
  9. 9. How many pillars do you check?
  10. 10. What is your Return on Experience?
  11. 11. Q & A Andreea CocaRay Poynter NewMR The Festival of NewMR, March 2020
  12. 12. Sponsors Gold Silver The Festival of NewMR, March 2020