Research to test your thinking and benchmark your organization.
Use our research and white papers to test your thinking, find out how your organization compares to others and learn what top performing leaders do.
Bold Leader Guide to Customer Experience
Bold leaders who follow this approach are able to build customer advocacy, achieve faster revenue growth, reduce their cost to serve, and enhance their employee experience as well. For their organizations, customer experience is not a trade-off but rather a driver of future financial performance.
Our national research has found that twice as many organizations that begin with customer experience exceed revenue and profit targets as those that do not. Converting to a truly customer-centric operating model takes determination and guts to change an organization’s perspective, decision-making processes, operating disciplines and culture.
Most organizations realize that they must change to adapt to shifting market conditions and customer demands. However, stories of successful change efforts are rare. In fact, research has shown that 70% of change initiatives fail to fully meet their objectives.
We have found that there are ten factors that determine the success or failure of any organizational change. In this series, we will examine each of these factors.
ROAR research explores how speed, predictability, flexibility, and leverage X customer value requirements can = winning performance.
This is a qualitative research effort that involved interviews with 102 executives across a wide variety of industries.
We explore the intersection of a healthy performance chain, the alignment of operating decisions to customer value requirements, and strong financial performance. Understand how a variety of companies view and utilize speed, predictability, flexibility, and leverage to drive performance.
Domino research explores how some organizations are finding the performance payoff in customer experience.
This report examines the role of customer experience in organizations today, looking in depth at the link between its use and a firm’s performance. It dispels the myth that there is a trade-off between customer experience and profitability.