Key Principles for Delivering Enterprise-Wide CX Transformation

In today’s experience-driven economy, customer expectations are evolving faster than many organisations can respond. Incremental change is no longer enough. To stay competitive, business leaders must embark upon bold, enterprise-wide customer experience (CX) transformations – rooted in data, powered by culture, and enabled by technology.

This report reveals the nine essential principles driving the world’s most effective CX strategies. Drawing on insights from 100+ senior executives across industries, it provides a clear framework to align teams, embed a customer-obsessed mindset, and deliver seamless, scalable experiences.

Here’s a snapshot of the findings:

• Only 19% of organisations have a clear and cohesive CX vision
• Just 2% say their technology infrastructure is fully optimised for CX
• 83% report cross-functional collaboration on CX initiatives – but only 5% are fully aligned
• Fewer than 1 in 10 feel highly confident using data to guide CX decisions
• Only 36% are very or extremely effective at overcoming internal resistance to change

Transformation today isn’t a project. It’s the strategy. Download the full report to access the blueprint for sustainable, enterprise-wide CX impact.