NEW YORK, Oct. 21, 2015 /PRNewswire/ -- Organizations that embrace Customer Experience (CX) report higher revenue, lower costs, increased customer loyalty and more engaged employees. "The Experience Imperative: Customer Experience Executives Share their Stories," a recent research brief by Fortune Knowledge Group (http://fortunefkg.com/nhcustomerexperience.html) in collaboration with North Highland (northhighland.com), revealed ﬁve powerful themes from candid interviews with Chief Customer Ofﬁcers (CCOs), CEOs, and other CX executives across multiple industries on how they navigate the customer experience journey.
- The Emerging Role of the Chief Customer Officer
- Leadership and the New Metrics
- The Rise of the Collaborative Team
- The Power of Story
- Creating the Future
"The process of adopting these strategies is highly iterative, and inextricably linked with the employee experience and, for that matter, anyone who might be involved in an organization's operational value chain. The work doesn't have to be complex, but everyone must be on board," says North Highland Global Customer Experience Leader, Alex Bombeck.
The experiences shared and lessons learned in this report provide rare insight into how the work of CX transformation actually plays out when real business objectives and real people—customers, employees, stakeholders, and other constituents—are involved.
The full survey and the accompanying white paper are available at fortunefkg.com/NHcustomerexperience
For more information contact:
FORTUNE Knowledge Group
ABOUT NORTH HIGHLAND
North Highland is a global management consulting firm that delivers unique value, relevant big ideas and strategic business capabilities to clients around the world. The firm solves complex business problems for clients in multiple industries through an integrated approach and offers specialty services via its Data and Analytics, Managed Services, and Sparks Grove divisions. North Highland is an employee-owned firm that has been named as a "Best Firm to Work For" every year since 2007 by Consulting Magazine. The firm is a member of Cordence Worldwide (www.cordenceworldwide.com), a global management consulting alliance. For more information, visit northhighland.com and connect with us on LinkedIn, Twitter and Facebook.
About FORTUNE Knowledge Group
The FORTUNE Knowledge Group (FKG) is a custom business intelligence division of Time Inc., publisher of FORTUNE. FKG develops proprietary research and analysis on a range of issues, such as management, regulatory compliance, innovation and strategy. The views expressed by FKG do not necessarily reflect the views of FORTUNE editors.
SOURCE North Highland