We're excited to share that CMSWire has published an article by Stephan Sigaud: Is Customer Experience (CX) Losing Its Strategic Relevance? A Cautionary Outlook. In this piece, Sigaud discusses how CX is at risk of losing its power as a strategic discipline.
Over the past two decades, Customer Experience (CX) has evolved from a novel concept to a core
organizational function. Once a rallying cry for putting the customer at the center of business strategy, CX has since been integrated into corporate scorecards, executive dashboards, and annual planning cycles. It has its own software stacks, job titles, and budget lines. By all appearances, CX has “arrived.”
But that may be exactly the problem.
In recent pieces I’ve written, I’ve explored different angles of this decline. Together, they paint a picture of what’s going wrong—and more importantly, what we can do to fix it.
Read the full article here: https://www.cmswire.com/customer-experience/is-customer-experience-losing-its-strategic-relevance/
