Why CNS
Customer Experience (Cx) has seen a major shift away from product-centricity to customer-centricity, as befits the consumer-enabled, digital world. However, a poorly implemented Cx initiative is often worse than having no such initiative at all. Poor Cx initiatives can create apathy within an organisation, which in extreme cases can be ‘fatal’.
However, there are many well intentioned Cx initiatives, consuming vast amounts of effort and cost, that still result in products or solutions that customers do not need.
The data shows it is time to overhaul the current approach and ‘Think different’ about CX by returning to simpler and more straightforward methods.
The CNS focus on meeting customer needs ensures that Cx initiatives will result in a positive transformation for your business; better customer experience, increased revenues and reduced costs.
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