Research Briefing

Customer Experience: Best Practices for Go-to-Market Leaders

Customer experience (CX) covers all interactions customers have with a company―from the initial encounter to long after the purchase. Good CX is the difference between satisfied customers and loyal customers.

Through surveys and interviews with commercial leaders from 160 companies across industries, including business services, distribution, healthcare, life sciences, manufacturing, media and technology, this study provides the best practices to develop a successful customer experience (CX) strategy.

  • CX vision and strategy: how to integrate CX throughout the organization
  • Customer engagement: deploying the right resources and defining responsibilities
  • Goals and measurement: setting CX-specific, strategic goals tracked against measurable KPIs
  • Process, plays and tools: defining the processes and growth plays that drive retention and expansion

Leaders in CX achieve:

  • 22% more effective customer retention
  • 23% more effective account penetration
  • 13% higher EBITDA margins

Schedule a readout today to determine how your organization compares to firms with leading CX programs.

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