Across multiple global studies, customer experience quality is not improving; it is getting worse. Research shows that overall CX scores have declined in recent years, with consumers increasingly rating interactions as mediocre rather than excellent.

This programme will help your organization to build a Customer Value Alignment System, which will help them to define the value properly (with customers and not just internally), detect where value breaks (stalling, effort, drop offs), trace those breaks to internal decisions and processes, quantify the root cause of misalignment, and facilitate cross-functional alignment around fixing value misalignment.