Customer focus has long been a priority. But only the internet and digital devices have led several businesses to take a paradigm shift.
What are the factors that have allowed this change? Is it just digital technologies, or is there something else?
CX is much more than customer orientation or strategies to ensure customer satisfaction. The relationship with companies and customers has been reversed, from offering products to responding to needs.
This has shifted the focus to defining strategies and investments. The excellent companies in CX have been able to invest in listening and knowledge of the client, each building a very personal mix of new ways of relationship, new working methods, and new technologies.
This path allows people to understand how to define and design the customer experience and evolve the organization to apply the criteria of Customer Experience.