The future of customer experience is life-centric. Hence, CxT becomes a key growth driver.
Traditional CX usually falls within the domain of a CMO. With so much at stake, brands need to ask: is great CX enough to elicit positive emotions and meet customers’ changing needs?
At a time when people are navigating constant change amid external economic, social, environmental and political forces, their behavior is increasingly inconsistent.
Consumers are more comfortable with paradoxical choices as their decisions become trade-offs between what they want, what they need and what options are available. Though businesses have evolved past the product-centric approach that focuses on performance to accept the importance of customer experience, seeing CX as something static can be their undoing. Instead, companies need a life-centric approach. Internal alignment lets companies pursue an external strategy that maximizes customer experience.
“With Kilowott’s CxT framework, your business gets turbocharged to initially impact the experience, then improve overall operational efficiency, and finally, enhance business success and growth metrics.”
The CxT framework is used as a benchmarking tool to baseline any organization
Businesses should "start with small, straightforward apps/stack/processes that engage a limited range of systems and departments, that produce a clear, easily-measured benefit.
Finally, deployment must be carefully and deliberately controlled to minimize small gaps that can prevent major applications from running.
CxT is about the whole company anticipating and delivering on these expectations to provide customer value. Achieving and maintaining leadership in business experience requires an organization-wide approach – one with a heavy, concerted focus on customer experience, employee experience, data, analytics, operations, and technology.
The following roles are reimaged using CxT:
- CEO/CMO/CTO: Prioritize maximizing profitability
- Marketing and Brand: Focus on making people want things
- Sales: Focus on the product the company wants to sell
- Product Development: Create products based on market research that are easy to use
- TA & HR: Use traditional metrics based on employee performance within a function (onboarding, annual reviews, etc.)
- Tech and IT: Focus on enabling business processes at greater scale
- Operations: Focus on providing efficiency for the company that often limits growth
How can CxT benefit businesses?
When compared to their industry peers, companies that create a culture centered on providing extraordinary experiences to customers, workers, and society, can increase their profits by 6x. We bolster and strategize this transformation to deliver the following impact via our CxT framework.
Our CxT framework helps your business to identify customer’s unmet needs and translate those needs into data, which in turn, translates to tangible actions to drive business growth.
Our CxT framework finds solutions that make your business agile and streamline them further to deliver value to your customers, thereby innovating at scale.
CMOs are no longer CX custodians. Each C-suite leader and employee is a stakeholder. Thanks to CxT, your business unifies behind one culture, one purpose, one direction, and one methodology.
The CxT framework leverages people, data, and technology, to build the foundations of an agile organization that reinvests its resources in creating new opportunities for performance and growth.