Over the last year, we spoke with business owners, members of oversight boards and top executives across 11 markets in Europe, Asia, the Middle East and North America. Amongst other things, it allowed us to road-test the following CX framework.
AI makes it easy to launch and copy businesses, rendering many of the traditional moats useless. When everything that can be copied will be copied, survival hinges on cultivating a loyal customer base attracted by something other than utility.
This framework, used to design multi-dimensional experiences worthy of loyalty, helped review corporate strategies and redesign customer experiences in companies as diverse as AI developers, FMCG multinationals a luxury fashion house and a steelmaker. Take a look – it may be of use to you too.
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