Customer experience demands disruption not small steps
Digital technologies enable companies to create unparalleled customer experiences (CX). CEOs should recognize this as a significant growth opportunity. Exceptional CX benefits both businesses and customers, setting market leaders like Amazon, Apple, and Google apart. BCG research shows that firms with the highest satisfaction scores have generated twice the shareholder value over the past decade compared to average scorers. These companies enjoy better earnings and higher price-to-earnings ratios, leading to greater total shareholder returns.
Source: https://www.bcg.com/publications/2021/customer-experience-as-a-business-imperative
