It is recognised that Customer Experience Management
is the sharpest strategy for businesses growth today. Irish
business needs to understand today’s customers and
how they have taken control of the marketing relationship.
Internally, companies must align internal functions to deliver
the brand promises they make externally. We need access
to Customer Experience thought leaders around the world
to help future-proof today’s decisions so that they fit with the
trends, attitudes and influences of tomorrow.
There is powerful evidence for tangible CX commercial
rewards. The top 10 CX organisations in the world achieve
10x faster share price growth than the average company. A
1% reduction in negative word of mouth leads to €40 million
in additional annual revenues. Happy customers spend 15%
more and retention can increase spend up to 500%.