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Excellent customer experience (CX) boosts a business’s revenue and profitability, yet few firms are able to take advantage of the CX opportunity. Most companies fail to engineer a holistic customer experience ecosystem comprised of a CX team, employees, and business partners working closely in concert with one another. Without this ecosystem, firms lack the agility and creativity needed to generate and deliver genuinely valuable customer experiences. Cognizant Digital Experience commissioned Forrester Consulting to understand the progress that energy and utilities companies have made in harnessing this experience ecosystem to deliver excellent customer experiences. Forrester conducted an online survey with 111 CX strategy leaders at global energy and utilities companies to explore this topic. We found that while companies understand the importance of providing CX delivery ecosystem insights, to better respond to customer needs, most are unprepared to deliver exceptional customer experiences today and in the future. |
