Market Report: The Winning Strategies of Customer Experience Leaders

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We’ve all heard the same organisations pop up time and time again when people discuss the brands that have the best customer experience; Amazon, first direct, John Lewis, USAA and Disney, to name but a few.

SEE ALSO: 3 Lessons From Amazon's Jess Bezos to Improve Your Customer Experience

They consistently score highly in reports from the likes of KPMG Nunwood and Temkin Group and, let’s face it, are hard to beat. Though newer entrants to the top 10 lists, such as Lush, Nationwide Building Society and giffgaff, are certainly making waves and are worth keeping an eye on in 2017.

While we’ve heard that these brands are great, what is it that makes their CX strategies so winning in their customers’ eyes?

In this market report we delve deeper into what these organisations are getting right when it comes to serving their customers, what you can learn from them, and how you can apply their winning methods to your own strategy.

Our panel of experts from Forrester, Bang & Olufsen, Dialog Axiata PLC, and more, also highlight the lesser mentioned rising stars within customer experience. They pick out brands that are perhaps not as well known for having a perfect CX strategy across the board, but still win with one part, and explain what you need to do to replicate this winning element.

Download this report for:

  • Top UK customer experience brands
  • Top US customer experience brands
  • Amazon case study: the continuous success story
  • first direct case study: the 2016 UK super star
  • John Lewis case study: the traditional brand
  • Atom Bank case study: the digital-only disruptor
  • Out-of-the-box brands to learn from