Delivering on changing customer expectations and unmet needs requires a new approach to the customer experience, including:
- Radical understanding of the customer
- Reimagining and realizing how business is conducted
- A structured, systemic approach
This paper dives into these key tenets, as well the fundamentals of measuring retrun on experience, and essential steps to building an experience performance program.
Read on to learn why ROX is important, how to get started, and practical tips and examples to remember along the way.