How important is customer experience (CX)? According to a report from the Temkin Group, an organization with $1 billion in annual revenue can achieve an average revenue increase of $823 million per year with only a moderate increase in customer satisfaction.
When it comes to selling both B2C and B2B products and services, customer experience is rapidly becoming the deciding factor for buyers. In fact, according to the research firm Walker in its study “Customers 2020,” within the next two years, it will overtake products and price as the most important differentiator of a brand.
Generally, when an organization is looking to be agile – they are looking to move quickly with their implementation. They want to get everything completed fast, and what tends to happen with an agile implementation is there is little forethought or strategy and launch is delayed because of unforeseen circumstances.