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CX Technology Leader or Laggard

A very popular engagement is for organizations to ask for a competitive analysis of their customer experience technology.  The first step is to review both their 3-year CX strategy and technology roadmap.  If they cannot immediately produce these, it’s an early indicator that they won’t score well.  After delivering recommendations to improve, they also tend to discount the business value in becoming a CX Leader.
A recent article did a deep dive into linking business results with a laser focus on CX.  Regardless of whether or not you like Chick-fil-A, you can’t ignore these highlights:
– Where total restaurant traffic increased less than 1%, Chick-fil-A saw double-digit growth.
– Average sales for a Chick-fil-A location is 3X that of it’s major competitor in 2018.

– David Portalatin, food industry expert for Chicago-based market research NPD Group, said that industry experts agree that the biggest distinguishing feature for Chick-fil-A is the customer experience.

– Some of the positive customer-service experience can be linked to an embrace of technology.

The compete original article can be read here.  

With the tsunami of new CX technologies, do you have a clear and concise plan to drive business value into your organization?  Will you be a CX technology leader or laggard?


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