Customer experience insights

Experience Led Growth


Experience-led growth: A new way to create value

– A strategy focused on improving the experience of existing customers can deliver breakthrough growth for incumbent companies—often more than double that of their industry peers.



Six customer experience pitfalls to avoid

– To successfully enhance customer experience, companies need to build the right organizational capabilities and culture to plan, execute, and sustain the transformation.

CX Design


CX without design only gets you halfway

– When mapping out the customer journey, combining traditional CX practices with user-centered design processes has proven to bring the greatest value.

Operating model


How the operating model can unlock the full power of customer experience

– By embedding customer experience within the organization and its operating model, companies can provide superior customer experience and realize tangible business impact.

Employee Experience


This time it’s personal: Shaping the ‘new possible’ through employee experience

– In an era of workplace upheaval, companies that create tailored, authentic experiences strengthen employee purpose, ignite energy, and elevate organization-wide performance.

Government Experience


Governments can deliver exceptional customer experiences—here’s how

– Our US State of the States benchmark provides insights for newly elected and second-term administrations on how to deliver better... services, operate more effectively, and win back public trust.

The call to rethink government customer experience

– The White House wants to make engaging with the government easier. How can agencies meet the challenge?
Sector perspectives



Three ways energy providers can boost resilience and digital CX

– Electric power and natural gas organizations are at an inflection point, facing a convergence of challenging global trends in... market and customer dynamics. Here’s how they can boost resilience.

How utilities can use advanced analytics to elevate customer experience

– Industry players can both lower costs and improve performance by capturing the full value of today’s technologies.



Driving growth through consumer centricity in healthcare

– Providing consumers with the experiences they increasingly expect and demand at every stage of the healthcare journey could substantially improve care and cost outcomes.



Winning in telecom CX

– Digital natives have redefined customer expectations. With a customer led, customer experience transformation, incumbent telcos can rise to the challenge.



The new key to automotive success: Put customer experience in the driver’s seat

– Customer experience has replaced hardware engineering prowess as carmakers’ critical battleground. Here’s how incumbent brands can effect a bold, fast transformation.



Five ways to drive experience-led growth in banking

– As today’s customers demand more from their banking experiences, banks are upping their game and delivering stronger customer experience.



Bridging another digital divide: Accessibility for blind and low-vision consumers

– Companies have an opportunity to build lasting relationships with consumers who are blind or low vision. Doing so requires a proactive, inclusive approach to digital.

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