Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner.
A multi-industry scorecard of sorts, this report shares which sectors and brands are doing the best and dives into practical details about how they do it. Lessons about culture, economics, design, and digital futures are freely shared in the form of guidelines, design principles, and practical activities to pursue.
Based on the theme “Engineering a Human Touch Into a Digital Future,” this report gives CX practitioners and strategists actionable information and practical insights.The KPMG Nunwood report gives CX practitioners and strategists actionable information and practical insights. Click To Tweet
Ten brands are presented in detail (USAA, Disney Parks, InterContinental Hotels and Resorts, Amazon, Southern Company, W Hotels, Publix, Chick-fil-A, Costco, and Wegmans) including details on their unique approaches to improving customer experience and customer experience economics.
My favorite take-aways included confirmation of the following points:
- Businesses will soon organize themselves around their customers’ journeys
- AI that personalizes rather than just ‘automates what we do today’ will prevail
- More skilled (higher paid) people will take on more front-line positions
- Experience design efforts will hover around life-stage inflection points (like getting a house, getting married, family bereavement)
- Experience continues to be a purchase driver (often above tangible value)
- Revenue growth of CX leaders is 7X that of CX laggards
- Employee experience is essential to execution, hence success
The new 2018 version of the research/guidance is here <Tomorrow’s Experience Today>.