Gartner’s CX Pyramid to Uncover Innovative Customer Experiences That Create the Strongest Customer Relationships
These are precarious times for telecom operators. On one hand, these players have to contend with falling average revenue per user and wafer thin margins. On the other. over-the-lop players have emerged as serious contenders for market share. In addition, customers have a plethora of options lo choose from, thus making ii easy for them to switch loyalties. If thus wouldn’t be an understatement lo say that a sound customer experience and value management (CXM) strategy is what makes or breaks a brand.
The question that remains. however. is; where do operators begin? This is, for all intents and purposes, a two-fold step. 11 begins with these players proaclively tracking down what customers (actually) want. This. in turn, will (hopefully) throw up actionable insights into the challenges related lo ensuring customer satisfaction. Chalking out a CXM strategy is merely the most obvious result of the above plan.
In this context. Gartner’s report titled. “Use Gartner’s CX Pyramid to Uncover Innovative Customer Experiences That Create the Strongest Customer Relationships”, states that “Successful CX programs don’t just find and reduce problems in current customer journeys; they also detect and resolve unmet customer needs and wants in innovative ways. CX leaders can use the CX pyramid framework to forge powerful experiences that deliver greater customer loyalty and brand advocacy.”
Disclaimer: Use Gartner’s CX Pyramid to Uncover Innovative Customer Experiences That Create the Strongest Customer Relationships, Augie Roy. 17 July 2018. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or ifs affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.
Today’s digital first ecosystem demands that the scope of business content undergo a paradigm shift. The larger idea, of course, is to ensure that content services constitute a part of the broader digital workplace.
In this context, Gartner’s report titled, Extend Content Services Platforms With Applications and Components to Meet Business-Specific Needs, states that business content needs more than just management. Application leaders should consider supplementing their content services platforms with business-specific applications and components to offer employees the most effective set of content-related capabilities.
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