Customer Experience is having challenges. Research over the last few years points to a lackluster performance for return on investment. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” So today, we are going to cover the five rules to guarantee a Return on Investment.

Here are the rules:

  1. Do your homework.
  2. Think outside the square.
  3. Remember, costs are part of the formula.
  4. Have a Fail-Fast Mentality
  5. Measure everything.

Let’s take a deeper dive into each of these.

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