To grow revenue and retention today, organizations need to continuously evolve a customer value proposition that sets their brand apart. Practically speaking, that means one thing — delivering and maintaining differentiated customer experience.
Unfortunately, that isn’t always easy. Building compelling experiences is one thing, but keeping experiences continuously aligned with customer needs is another challenge altogether. It requires three key things:
An enterprise-wide commitment to customer-centric innovation
Access to timely insights, and the ability to turn data into new customer value at speed and scale
Reusable capabilities that anyone across the enterprise can apply to deliver great CX
That’s where product and platform thinking become incredibly valuable. By applying product and platform thinking to CX, organizations can create adaptive, customer-centric teams, build a flexible foundation for rapid evolution and start delivering products that drive revenue growth, increase customer engagement, and create new business insights.
How Thoughtworks enables continuous CX evolution
The power of a product and platform-based CX approach
• Improve the consistency of CX and experience delivery
• Build reusable, composable CX capabilities
• Learn more about customers, and turn data into timely insights to drive engagement
• Accelerate time to value for CX initiatives
• Establish a customer-centric mindset across the enterprise
Discover what combining product and platform thinking for CX could help you achieve
Delivering standout customer experiences can be costly. So, it’s essential to measure and assess your returns carefully. In this edition of Perspectives, we explore the metrics helping CX leaders track their progress and continuously improve customer experiences.
Discover how leading retail conglomerate Falabella uses platform thinking to accelerate growth, reduce time-to-market, and deliver seamless omnichannel experiences.
CX has never been more important — but there’s a huge gap between where organizations are, and where their customers want them to be. The Harvard Business Review takes an in-depth look at the gap, and what enterprises can do to close it.
The need to deliver seamless, high-quality digital experiences has never been greater. Explore all of the ways that platform thinking can help.
To deliver the leading experiences of tomorrow, salespeople need immediate access to the right information and tools. Discover how Mercedes-Benz’s digital service platform helps staff spend less time on admin and research, and more time with customers.
Across its 65-year history, German retail giant OTTO has continuously reinvented itself to meet the demands of modern customers. Find out how product and platform thinking are helping the company evolve ecommerce and deliver outstanding retail experiences.
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