Anique Smeets-Maas’ Post

Almost every organization now aspires to put customers first. But many struggle to realize that aspiration. In a new series of articles, Deloitte explains how organizations can become truly customer-centric, drawing on a strategic model that integrates customer strategy, experience management, pricing, digitization and data, commercial excellence and organizational transformation. https://lnkd.in/egyNxF9r #CustomerExperienceExcellence #CXStrategy #DigitalTransformation #CustomerCentricity #ExperienceEconomy

Almost every organization now aspires to put customers first. But many struggle to realize that aspiration. In a new series of articles, Deloitte explains how organizations can become truly customer-centric, drawing on a strategic model that integrates customer strategy, experience management, pricing, digitization and data, commercial excellence and organizational transformation. https://lnkd.in/ekVbiJPS #CustomerExperienceExcellence #CXStrategy #DigitalTransformation #CustomerCentricity #ExperienceEconomy

Almost every organization now aspires to put customers first. But many struggle to realize that aspiration. In a new series of articles, Deloitte explains how organizations can become truly customer-centric, drawing on a strategic model that integrates customer strategy, experience management, pricing, digitization and data, commercial excellence and organizational transformation. https://lnkd.in/d5qZ8QB5 #CustomerExperienceExcellence #CXStrategy #DigitalTransformation #CustomerCentricity #ExperienceEconomy

Almost every organization now aspires to put customers first. But many struggle to realize that aspiration. In a new series of articles, Deloitte explains how organizations can become truly customer-centric, drawing on a strategic model that integrates customer strategy, experience management, pricing, digitization and data, commercial excellence and organizational transformation. https://lnkd.in/d9Da-gx2 #CustomerExperienceExcellence #CXStrategy #DigitalTransformation #CustomerCentricity #ExperienceEconomy

Almost every organization now aspires to put customers first. But many struggle to realize that aspiration. In a new series of articles, Deloitte explains how organizations can become truly customer-centric, drawing on a strategic model that integrates customer strategy, experience management, pricing, digitization and data, commercial excellence and organizational transformation. https://lnkd.in/eZFm4gPh #CustomerExperienceExcellence #CXStrategy #DigitalTransformation #CustomerCentricity #ExperienceEconomy

Almost every organization now aspires to put customers first. But many struggle to realize that aspiration. In a new series of articles, Deloitte explains how organizations can become truly customer-centric, drawing on a strategic model that integrates customer strategy, experience management, pricing, digitization and data, commercial excellence and organizational transformation. https://lnkd.in/eDQYPi_U #CustomerExperienceExcellence #CXStrategy #DigitalTransformation #CustomerCentricity #ExperienceEconomy

Almost every organization now aspires to put customers first. But many struggle to realize that aspiration. In a new series of articles, Deloitte explains how organizations can become truly customer-centric, drawing on a strategic model that integrates customer strategy, experience management, pricing, digitization and data, commercial excellence and organizational transformation. https://lnkd.in/eXfC3YcS #CustomerExperienceExcellence #CXStrategy #DigitalTransformation #CustomerCentricity #ExperienceEconomy

64% of CX leaders predict an increase in their budget next year. The Forrester Planning Guide 2024: Customer Experience shows where you should spend it. Get your complimentary copy >> https://okt.to/j3Izwp #CustomerExperience #Budget #2024Planning

Navigating CX Transformations: Starting from the Right Place In a landscape reshaped by changing needs and pandemic-induced shifts, McKinsey's 2020 report highlights a "proven formula" for enhancing customer experience (CX). Yet, many discussions on upgrading CX overlook a crucial element: genuinely understanding customer expectations from their perspective. The Critical First Step in CX Transformation Launching into complex CX projects without a clear understanding of where an organisation’s performance currently sits with customers is a path fraught with risk. CEOs often aspire to exceed customer expectations without fully grasping what those expectations are. This gap in understanding is where many initiatives stumble. The Power of Expectations-Based Analysis Since the pandemic, the rush toward digitisation and automation has seen mixed success, primarily when projects are driven by internal goals rather than being aligned with what customers value most. True effectiveness begins with objective insights into customer expectations, providing a roadmap for impactful change. 1. Identifying What Customers Value: Knowing customer priorities allows for targeted improvements. 2. Current Performance: Direct insights on performance versus expectations clarify where to focus efforts. 3. Crafting a Roadmap for Change:Understanding the 'why' behind the performance gaps guides strategic planning. Beyond Data: The Essence of Customer-Driven Strategy While technology offers rapid data collection, it falls short without the insight to drive thoughtful action. Expectations-based analysis emerges as a formidable approach, offering a comprehensive view into customer priorities and any current performance gaps. CX transformation, grounded in unbiased, diagnostic insights, paves the way to enhanced customer loyalty, trust, advocacy, and value. The journey to a successful transformation begins with a deep dive into understanding those you serve. Discover how to align your CX strategy with customer expectations: Schedule a free call to find out more: https://lnkd.in/estf-rF6 . . . #CustomerExperience #CXTransformation #CustomerInsight #StrategicPlanning #PromisingOutcomes

Navigating CX Transformations: Starting from the Right Place In a landscape reshaped by changing needs and pandemic-induced shifts, McKinsey's 2020 report highlights a "proven formula" for enhancing customer experience (CX). Yet, many discussions on upgrading CX overlook a crucial element: genuinely understanding customer expectations from their perspective. The Critical First Step in CX Transformation Launching into complex CX projects without a clear understanding of where an organisation’s performance currently sits with customers is a path fraught with risk. CEOs often aspire to exceed customer expectations without fully grasping what those expectations are. This gap in understanding is where many initiatives stumble. The Power of Expectations-Based Analysis Since the pandemic, the rush toward digitisation and automation has seen mixed success, primarily when projects are driven by internal goals rather than being aligned with what customers value most. True effectiveness begins with objective insights into customer expectations, providing a roadmap for impactful change. 1. Identifying What Customers Value: Knowing customer priorities allows for targeted improvements. 2. Current Performance: Direct insights on performance versus expectations clarify where to focus efforts. 3. Crafting a Roadmap for Change:Understanding the 'why' behind the performance gaps guides strategic planning. Beyond Data: The Essence of Customer-Driven Strategy While technology offers rapid data collection, it falls short without the insight to drive thoughtful action. Expectations-based analysis emerges as a formidable approach, offering a comprehensive view into customer priorities and any current performance gaps. CX transformation, grounded in unbiased, diagnostic insights, paves the way to enhanced customer loyalty, trust, advocacy, and value. The journey to a successful transformation begins with a deep dive into understanding those you serve. Discover how to align your CX strategy with customer expectations: Schedule a free call to find out more: https://lnkd.in/gm7pDYrt . . . #CustomerExperience #CXTransformation #CustomerInsight #StrategicPlanning #PromisingOutcomes