As our digital and physical lives blur, we must rethink how we approach customer experience. It also puts additional pressure on companies undergoing digitalization to get their CX right from the onset.

The IBM Institute of Business Value, based on a survey conducted in partnership with Oxford Economics, advocates creating a CX North Star. It can direct a company to differentiate its CX from its competitors while rallying the workforce around common principles and goals. 

Download to learn:

• What it takes to create a CX North Star
• How the CX North Star should be more than a vision and guide everyday business
• The role of empathy in unlocking customer-centricity