Rapid digital acceleration has fast-tracked dramatic changes to the way we work, play, learn—and shop. For customers, virtual experiences became the norm in 2020 and many of these changes are likely here to stay. Businesses face a reality that requires them to embrace digital ways of working, prioritize revenue growth, control costs, and improve customer experiences—all at the same time.
How can you make it all work?
CX Economics involves striking the right balance between what customers expect and what makes financial sense for your organization to deliver. It’s the “sweet spot” that results in profitable growth.