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Insight/ Strategic Planning

Customer-Centricity Goes Beyond Customer Experience Management

Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. While attempting to be customer-centric, this mindset is generally centered more on the company's, rather than the buyer's, well-being. Alternatively, customer experience optimization seeks to align company-wide thinking and actions with buyer preferences across the entire customer experience spectrum, in order to grow both revenue and profit naturally. This somewhat subtle difference can cause a magnitude of difference in the actual customer experience, as well as employee experience and business results.

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