Chapter 4 Pathway 2
Delight Customers First
Pathway 2 is about delighting customers. Multidisciplinary teams from all over the firm innovate using digital technologies, better data, and new ways of working to engage and delight customers. For most firms, it works brilliantly, and almost everybody is happier. Customers love the new services and respond with higher customer experience scores. It is not unusual for the net-promoter score (NPS) to go up twenty points or more and revenue growth to follow. Firms that have moved up into the integrated experience quadrant had revenue growth that was 9.6 percentage points higher (relative to their industry average) compared to firms in the silos and spaghetti quadrant—a massive premium.1
The multidisciplinary ...
Get Future Ready now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
