Skip to Main Content
Home » Blogs » Going Beyond “WOW!”

Blog

Going Beyond “WOW!”

rpa-big

All transformation, whether Business or Digital, should begin with the customer in mind.  That was pretty much the resounding theme of this years Forrester’s CX Summit in San Francisco. 

The event kicked off with Forrester CEO, George Colony challenging everyone to identify their ultimate customer experience, their X1.  Of course, understanding that X1 experience is always changing and being redefined by customer expectations.  What was the pinnacle of experience last year, may be considered standard and expected service today. 

So how do know what your customer sees?  Kelly Price of Forrester stated that “there is quite literally a 100% chance you do not understand how your customer perceives things.”  That is an eerie thought, as so many companies design for the “WOW!” engagement, demo, and buying journey.  The result is that they forget the most important part of the experience.  The one they will be weighted on most heavily.  John Maeda, CXO of Publicis Sapient, called this the “after-wow” moment, when product engagement and the ownership experience begin.

There were a lot of other good points shared at this event also, but I will save them for a future post.

Related Posts

Perspective 6: All About the Data (Part 1)

  • clock November 20, 2020
  • author-icon Paula Bell
  • 0 comments

Now that we have wrapped up Perspective 5 around systems, we are ready to move forward with the final part of the Perspective Series, Data....

Read More

Three Simple Steps for Marketing Flexibility During Disruption

  • clock June 1, 2020
  • author-icon Shawna Boyce
  • 0 comments

A guest post from Shawna Boyce, Executive Director, Accounts & Operations at Launch Marketing As the song says, “the times they are a changing.” Adopting...

Read More

Understanding Process to Drive Resiliency

  • clock April 9, 2020
  • author-icon Robert Thacker
  • 0 comments

As the world deals with the pandemic of COVID-19, businesses are united in focusing on Business Continuity and Resiliency. They are learning that identifying and...

Read More

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

ON DEMAND DEMO

Download our expert-led demonstration of the iGrafx Platform

Close Icon