CX Consulting
CX Transformation Explained
The re-orientation process that helps brands recapture what’s been lost over time: the emotional connection with the customer that is at the heart of all strong, resilient relationships.
Why CX Transform
Creating and sustaining customer relationships — at one time the pre-eminent mission of any self-respecting brand — has fallen so far down the priority list that it might as well be written in mice type.
As a result, the balance is off and, inevitably, the emotional connection with the customer has worn thin and the quality of the customer’s experience has suffered.
The implications are clear: losing sight of the customer as the brand’s top priority may well endanger its long-term success.
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Our CX Transformation experts help you re-orient your brand so that it better aligns to the wants, needs, and desires of your customers. The results of this re-orientation are greater and sustaining revenue and profits for your brand.
What is CX Transformation
In many ways, transforming a brand’s CX is a return to the brand’s core values.
This means re-orienting actions to better align to the wants needs and desires of its customers.
Benefits of CX Transformation
As a brand advances through different levels, the likelihood of achieving substantial growth in revenue and profits increases.
While only 15% of brands at level 1 report revenue and profits above the industry average, an impressive 85% of brands that reach level 5 experience revenue and profits significantly higher than their industry average.
The Levels CX Transformation
With each new level of CX transformation, customer knowledge deepens, alignment strengthens, and both revenue and profits increase.
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Level One | PLANNING​
Level Two | LEARNING​
Level Three | EXPANDING
Level Four | ADVANCING
​Level Five | LEADING
What industry leaders we worked with have to say...
"CX is the new competitive currency. If you don't compete on CX within a digital arena, you’ll be outclassed by somebody who is – and you will lose." Danny Winokur - Adobe (Former Executive)
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As you take efforts to improve your customer relationships, your company's level of CX Transformation grows and profits increase. A total of 36% of executives from companies that have reached level 3 [Advanced Stage] of CX Transformation report that their profits are significantly higher than the industry average.
Learn More About
CX Transformation
In his book, Jason Ten-Pow our CEO pulls back the curtain on brands that seem to effortlessly build and maintain unbreakable customer relationships.
The world’s best-loved brands out-perform their competitors:
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Collecting data and transforming it into knowledge
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Sharing customer knowledge
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Acting frequently based on customer knowledge
Out of CSA emerges a proven 5-step approach for deepening customer relationships and increasing revenue and profits.
INSIGHTS FROM THE BOOK
Most businesses have gone digital. That creates a higher set of expectations on the part of the customer. And with digital native cloud companies like Google, Facebook and Uber now embedded in our lives, people have come to expect great digital experiences. The bar is set very high.
Danny Winokur
Chief Customer Officer
AppDynamics