Composing the Future: a Customer Experience Roadmap for 2023 and Beyond

OVERVIEW

The customer journey is increasingly complex. Disconnected data, legacy systems and poor processes mean you don’t have a single customer view and can’t deliver the meaningful experiences your customers want. If you want to maximise growth, reduce costs and set yourself up for the challenges to come, you have to transform at speed and scale and build an ecosystem that is resilient, composable, agile, sustainable and bespoke. How do you get started?

Get Noticed

It has never been so easy to make the case for transformation, but you need everyone to be focusing on the customer experience that they are delivering. In the context of a world of multiple customer touchpoints and less emphasis on brand loyalty, what do you need to do to stand out from the crowd?

Loyalty & advocacy

No matter how good your offer, without creativity, agility, energy and functionality, customers will turn off and go elsewhere. It’s the composable architecture that can put you in a position to overcome the functional silos that prevent you being more agile. How can tailoring and modernising your infrastructure help you align the tech and the data to boost loyalty, drive advocacy and have customers coming back time and time again?

See what the customer wants now, and what they will want in the future

You need to know what they want, when and where. You also need to show them new things and new ways to engage so you can grow together. How can the right customer-centric strategy tell you what they want now, while letting you test what they might want in the future?