Customer experience (CX) is of paramount importance to all types of organizations—from businesses, government entities, schools, or hospitals, for example. Their customers range from consumers, buyers, employees, citizens, students, patients, and more. They are invaluable in driving value, and organizations need to identify the relevant customer behaviors and leverage them accordingly.
Many organizations recognize that experience is a critical differentiator, and no longer view it as a nice to have but as pivotal in driving business value and growth. By identifying the behaviors that contribute to positive financial outcomes, organizations can create win-win scenarios where better experiences produce economic value and satisfied customers.
