CX should be a priority in 2021

New Ideas in MarketingEssential news for marketers, summarised by YouGov
January 18, 2021, 2:22 PM UTC

The customer experience, as a part of the customer journey, is an important revenue driver.

With 2020 disrupting businesses, many companies are looking to reduce expenses wherever they can and often eliminating strategies that they deem unnecessary. But, last year has also made businesses realise the importance of creating valuable, lasting customer relationships. In order to remain relevant among consumers, organisations should include customer experience as a core part of their operational strategies in 2021. 

Businesses can achieve best-in-class CX through operational excellence by providing a consistent customer experience across channels. Marketers should also ensure that their strategies are process-centric, data-driven and customer-obsessed.

Companies need to leverage accurate data within an appropriate period to achieve operational excellence and improve customer experience. They should also create a holistic, dynamic and interactive business model to adapt to different situations and enhance customer experience through operational excellence.

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