CX, or Customer Experience, is a hot topic just now, focusing strategic thinking across a variety of different sectors. Regardless of sector or starting point, it seems obvious that putting the customer experience front and center is likely to impact your company’s bottom line, but how exactly does this translate to business practices today?

Consider the following three examples:

You might assume that a museum would be very much focused on customer experience, but this is not necessarily the case. In a recent interview[1], the incoming Chief Experience Officer at the Berkshire Museum describes how they took steps to ensure that the museum developed strategies centered on the museum’s role as a community organization, not simply a repository for objects. They also took a people-centric approach to accomplishing this goal, with tactics including recruiting and training staff to further their freshly CX-driven mission.

Forrester’s recent report on the future of CX[2] takes this several stages further. It predicts that:

“The next step in customer empowerment is the design and control of their own ecosystems. A customer’s ecosystem will reflect their preferences and personal values, creating a litmus test for brands that align with those values.”

To deliver this successfully, organizations will need to become “customer-obsessed”, equipped with the “talent and capabilities” needed to drive the necessary innovations.

While this all sounds ideal, there are still roadblocks to be dealt with, as Mulesoft’s recent Connectivity Benchmark[3] report identifies. In their survey of 650 global IT leaders, 71% of respondents stated CX as a key goal, but challenges to successful implementation include “disconnected infrastructure and systems (37%), resources and budget allocation (32%), and a lack of skills or experience in the IT team (29%)”. The report also notes that: “as the amount of data, applications, and devices within organizations grows, IT teams are increasingly bogged down by data silos and lack of integration.”

With certifications from the Women’s Business Enterprise National Council (WBENC) and Disability:IN, and a diverse international staff, cSubs strongly understands the value of incorporating personal values and preferences into the business ecosystem. We’ve long been focused on CX, because a key part of what we do is enable our customers to give their own customers and stakeholders the best possible experience.

Our people-focused approach means that we work with each client as an individual, in order to customize our products to their particular needs. Our single-platform solution for managing subscription resources, contracts and users enables our customers to streamline their workflow, saving them time and money, and we continually seek to refine our services based on feedback. This mindset has led to several significant innovations to benefit our users, including removing some of their own technological roadblocks through seamless integration between our platform and their procurement systems.

Can we help you achieve your CX strategy? Let us tell you more about what we offer, and show you how we can work together to take your CX to the next level: