Achieving a brand and commercial step change through a CX approach

Eliot Sykes, Managing Partner and Head of Consultancy discusses the role of CX, and how optimising touchpoints can do wonders for a brand.

Do you know a business that delights its users in every interaction? Possibly not… Delivering a positive customer experience sounds easier than it is, and many companies believe they are doing a good job.

However, there’s usually a large gap between consumers’ needs and expectations – and what is actually happening. A CX strategy addresses the totality of a customer’s experience with a brand, over time. Our ethos is that brand and CX should be united rather than thought of as separate entities, with a view to identifying where best to leverage the brand across customer touchpoint and embedding the strategy throughout an organisation.

Read the full article here in Transform Magazine