Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

No 'agile business strategy' equals 25% less satisfaction

Over-emphasis on cost and risk aversion is a mistake

The research defined business agility as the ability to react nimbly and consistently, balancing speed and stability through operational discipline to rapidly exploit change and complexity. Organizations were grouped into three categories: adopters, those planning for strategy adoption, and non-adopters. The difference between adopters and non-adopters was stark, with non-adopters reporting an average of 25% lower satisfaction with performance across major business metrics, including customer satisfaction, business value, innovation, product quality, and productivity.

Those who have chosen to adopt an agile approach within their organization reported a wide range of benefits, including significant increases in revenue growth (84%), profitability (78%), customer acquisition (78%), and customer retention (77%). Meanwhile, 82% of strategic agile adopters surveyed rated overall customer satisfaction and quality of customer experience higher than their industry counterparts.

Despite the clear benefits, less than half of all respondents (43%) classify themselves as agile adopters today, with one in five indicating they either will not be adopting within the next 1-2 years or have no plans to adopt at all. Organizations that prioritize reducing project costs and minimizing project risk form the majority of all non-agile adopters. In addition, a lack of executive sponsorship or insufficient support is cited by almost half (47%) of decision makers interested in adopting an agile business approach as one of the primary barriers to progress. While nearly all organizations have a focus on minimizing cost and risk, those placing the greatest emphasis on those areas were least likely to be agile adopters and, correspondingly, least likely to see the benefits adopters report.

"It's clear that by adopting an agile approach, organizations can make themselves more efficient, more profitable, and more engaged with their customers," said Don Schuerman, chief technology officer, Pegasystems. "However, to reap these benefits, businesses need to become more comfortable with risk. Business leaders that focus on reducing costs and resisting risk are in more danger of becoming obsolete by allowing their competitors to gain a significant advantage."

The complete report, entitled Why Business Agility Matters has been made available online here: https://www1.pega.com/why-business-agility-matters

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)