Customer Experience is the only remaining factor differentiating successful brands from others. That's why we're seeing companies ramp up their CX investment. In this three-part EOFY series, we'll look at the brands paving the way in advocacy, the ones under construction and the brands left behind.
Below, we dive into the brand who failed unify the four strategic CX pillars: Process, People, Technology and Data, and the lessons can be learnt in their wake.
"The world has changed, and we need to put up the deed to make the urgent changes"
The Mismatch of Brand & Experience | Diane Frick The Pulse
Sluggish to Adopt eCommerce | Troy McKinna B&T
Rethinking People & Alignment | Lauren Sams Finacial Review
Evaluating Process | Dean Blake Inside Retail
"Put the customer back at the heart of our decision making and the re-alignment"
Lost way with customers | Dean Blake Inside Retail
A missing Omnichannel piece | Matt Elmas Smart Company
People Shakeup | Prinitha Governder Power Retail
Process & Positioning | Dominic Powell Smart Company
"Alienating the very consumers it needs to survive"
Alienating Customers | Peter Gasca Inc.
eCommerce Challenges | Michael Corkery New York Times
Bungled People Approach | Suman Bhattachryya Digiday UK
Lessons Learned | Peter Gasca Inc.