The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers

CHAPTER 7The Underlying Foundation for the Customer Experience Edge

Companies with tightly integrated applications rate their customer experience offering at 4.34 on a scale of 1 to 5, while others rate their customer experience at a mediocre 3.62. That’s a 20 percent difference in customer experience for respondents with tightly integrated applications.

—BLOOMBERG BUSINESSWEEKRESEARCH SERVICES SURVEY, 2010

FOR MANY EXPERTS, improving the customer experience is just a matter of changing the corporate culture and adding passion for customers. And we agree that these are crucial for developing a strong customer experience.

However, there is another less discussed element that no amount of culture change or organizational transformation can replace: ...