Report How World-Leading Brands Balance Talent and Technology for CX Excellence
07 February 2019

How World-Leading Brands Balance Talent and Technology for CX Excellence

Leaders in CX excellence are leading the way by balancing both technology investment and human talent.

Mastering customer experience (CX)— optimising tools, applications and operational processes to engage with customers at every stage—has always been a core growth strategy for successful global firms. But technology adoption is only part of the CX strategy—and in fact, over-reliance on technology in search of efficiency gains can reduce, rather than increase, levels of customer intimacy required for success.

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In this study, you'll learn:

  • 6 strategies that differentiate an Iconic firm from other businesses
  • How tactics vary across regions based on maturity and customer expectations
  • Future innovation management and technology adoption
  • What it takes to stay iconic using talent and technology

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