Customer Experience Rocket - Deep Dive Part 2 – Why Business Capability is Critical to Customer Experience Success

In a previous article we introduced a new model for understanding how to deliver a great experience to customer – the Customer Experience Rocket. As part of that articleweI outlined four key areas that need to be focussed on to achieve customer and business success.

This article (found on LinkedIn) is the second in a series of deep-dives into the various components of the model , and examines why the capabilities of the business are so critical to success.