CFOs share insights on the role of CX in long-term business success
In the ever-evolving landscape of business, where competition is fierce and customer choices abound, creating outstanding customer experiences (CX) has become not just a goal but a necessity. This challenge is further compounded by the multitude of channels through which customers are approached—digital, physical, and the amalgamation of both, known as ‘phygital’. The power of social media to amplify both positive and negative CX in real-time, adds an extra layer of complexity to this endeavour. As a response to these trends, companies find themselves compelled to invest heavily in enhancing CX, seeking not only tangible but also intangible returns on these investments.