Experience orchestration: Exceeding customer expectations in the age of the customer



CX Network
04/09/2020

Image of usermind report on experience orchestration

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Customer-centric business

The age of the brand is over and companies from banking to insurance to telco are shifting their focus from being brand-centric to customer centric.

This has required companies to fundamentally change their approach to CX, how they organize their business, and how they leverage technology in order to shift from measuring CX to taking an active role in shaping it. 

This whitepaper provides a deep dive into the perfect storm of trends that have led to the creation of a new software category, Experience Orchestration (XO) and how enterprises can turn CX from a point of friction to the most valuable asset to their business. 

Download the asset for strategic insights, including: 

  • Why enterprises need to shift from historical experience management to real-time XO
  • How journeys have become central to delivering customer-centric experiences
  • New operating models for delivering superior customer and business outcomes 
  • How technology will play a role in defining who wins and losses over the next 10 years
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