Why CX leaders use an experience-led growth strategy

Today’s always-connected customers have high expectations from the companies that serve them. That’s why offering best-in-class customer experiences, or CX, is no longer merely a “nice to have” for organizations; in fact, there’s a strong correlation between companies’ CX ratings and their revenue growth. McKinsey analysis shows that companies that are leaders of CX achieved more than double the revenue growth of “CX laggards” between 2016 and 2021, according to a recent article by partners Victoria Bough, Oliver Ehrlich, and Harald Fanderl. Check out these insights to understand how the world’s most successful growth companies provide an exceptional experience to existing customers that also delivers improvements in key financial metrics, as well as how companies can succeed—and outperform their peers—in an environment of constant change.

Experience-led growth: A new way to create value

Six customer experience pitfalls to avoid

CX without design only gets you halfway

Prediction: The future of CX

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

Building security into the customer experience

Winning in telecom CX

The call to rethink government customer experience

The three building blocks of successful customer-experience transformations

What is CX?