The rise of CX-ops: Why your business strategy equation needs CX in 2021

Good Morning,

Today we have Dr. Gero Decker, Signavio’s CEO and founder, discussing why your business strategy needs a customer experience lens as you look ahead to the new year.

He writes: For too long, there’s been a disconnect between operational excellence initiatives and customer experience. Organizations find their plans to transform customer journeys never make it from ideation to execution, or that supposed solutions create even more problems. It’s important for businesses to create a dynamic model – not a static map – to achieve best-in-class CX through operational excellence.

Also Tylor Loposser, Art Director at Emma – a CM Group company, details why marketers should appeal to a wider audience by making marketing more accessible and inclusive.

“Rather than focus on the “average” person, inclusive design takes into consideration a spectrum of people. Today, one in four adults has a disability, for example. Make it easy for everyone to be a customer,” says Tylor. “Designing for inclusion means using text and imagery that makes a wide variety of people feel represented, such as pictures of different family structures, ages and ethnicities.”