Approach for Implementing Customer Experience Framework: A Practical Innovative Technique in Customer Experience

Abstract

Few identified challenges which the organizations generally face to craft a customer-centered strategy for delivering great experiences to customer across multiple touch points are o Scant executive support for Customer Experience (CX) efforts o Poor alignment across business units to execute them o Inadequate culture of customer focus says Answer Lab[1]. Customers have more information and influence than ever before, with near-ubiquitous web access, various platforms for digital experiences, the rise of online reviews, and pervasive social networking. At the same time, the ways in which people experience brands cannot be confined and attributed to any one business line, division, or department. Today it's no longer sufficient to offer customers a great product at a fair price. Whether it's a website, a new consumer electronics device, a meal in a restaurant, or even a checking account, the quality of the CX is what sets apart the winning businesses from the middling ones. What cannot be measured cannot be managed hence it's important to measure CX and establish it as a differentiator to win today's world. This paper discusses about how, an approach for implementing the TCS CX framework will enable in measuring CX