Masters of CX
Modern-day customers are almost uniformly sophisticated and have come to expect seamless customer experiences that are thoughtfully designed at every touchpoint. Hence, it is imperative for organisations to pinpoint what customers seek most from them, and leverage that to create experiences that deliver value and delight.
Masters of CX lauds those that have made breakthrough CX transformations by providing transformative solutions that engage customers fully, build long-lasting capabilities across the organisation, and enable predictive analytics and measurement. Their proven CX success formula for executing customer-experience transformations offers a clear blueprint on how to leverage CX to create a sustainable competitive advantage.
In-Depth Research
This unique initiative has been shaped by insights gleaned from an industry-wide consumer study conducted by LeadCap Ventures, with brands appraised on the following parameters:
Was the customer's journey from awareness to purchase a pleasant one?
Are the company's products/brands available across all channels - i.e., traditional, modern, e-commerce - with a consistent experience on offer?
Does the brand or the company use effectively deployed innovative technologies like chatbots, VAs, CRMs, etc. to manage customer queries?
Does the brand leverage predictive analytics through a variety of tools to deliver strategic insights?
How has the brand looked to deepen consumer stickiness and drive greater loyalty and subsequent advocacy?
Are internal customers, i.e. employees, engaged by the brand/company, and invigorated by the corporate purpose and strategic mission?