Design thinking, analytics, and new digital technology provide the backbone for radical improvements in customer experience. Success lies in reimagining the end-to-end customer journey to create signature customer moments. Companies can accelerate the delivery of a new customer experience by implementing a seamless omnichannel experience, digitizing core business processes, deploying artificial-intelligence platforms to simplify customer interaction, and creating a more agile organization.
Results can be dramatic. A distinctive experience can raise satisfaction by 50 points while reducing churn by 30 basis points. Streamlining and automating processes can cut operating costs by up to half, dramatically improving financial performance.