This third report in the IBM IBV Customer Experience (CX) series explores the deep impact CX reinvention is having on organizations and their employees. Leaders are revising their talent strategy, their skills mix, the alignment of organizational functions, processes and even the type of expertise they need in the C-suite. Many financial Outperformers in our survey are using this time of CX transformation to enhance their employee experience (EX). We reveal what they are doing differently, including their approach to change management, and provide practical recommendations based on leading practices the Outperformers are following.

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Study highlights

74% of Outperformers say their employees are invested in making customers happy.

74% of Outperformers feel employee morale suffers when customers aren't satisfied.

62% of Outperformers are reallocating budgets to make EX a priority

About the authors

Carolyn Heller Baird
Global Research Leader - Customer Experience & Design
IBM Institute for Business Value (IBV)

More experts

Saul Berman
VP and Partner, Chief Strategist
IBM Global Business Services

Amanda Gosling
Global Partner, IBM Interactive Experience (IBMiX)
IBM Global Business Services

Philip Dalzell-Payne
Global Partner, IBM Interactive Experience (IBMiX)
IBM Global Business Services

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