Mobility. Growing customer influence. Expanding interaction points. Empowering technologies. Reduced switching costs. These forces are creating more sophisticated customers and changing the dynamics of customers’ interactions with companies, products, and services. They are also prompting companies across industries to focus more energy on customer experience (CX) and the value of customer relationships.

Simply put, CX is the sum of all experiences a customer has with your company, brand, products, and/or services over time. It has a direct impact on the loyalty of your existing customers as well as your ability to acquire new customers. CX speaks volumes about how much you value your customers—and how much they, in turn, value your brand.

Because CX is woven throughout processes, divisions, product lines, and interactions and also spans time and location, transforming the customer relationship is a complex task. It’s not just about making process improvements, training service reps, or investing in new technology. These efforts can help, but if undertaken in isolation they can lead to inconsistent or disjointed customer experiences. For example, you may have a fun and easy-to-use website, but if the same experience isn’t reflected in your retail stores or service areas, your website may not help your bottom line. Or if you make technology choices that limit offerings and opportunities to customers with particular mobile devices, your business may suffer.

CX transformation is also complicated by the fact that customer touch points have exploded, and new ones are increasingly digital. As a result, customers demand real-time interaction with your brand. And while mobile technologies have made it easier to acquire and retain customers, they’ve also made it easier to lose them.

To meet customers’ high expectations, you need to approach CX transformation holistically, not incrementally. You need to design a customer experience that brings all digital environments together so you can create, maintain, and grow the customer relationship; eliminate complexity from interactions; and rapidly adapt to evolving customer needs.

At Universal Mind, we are expert at designing experiences that create tangible value for our clients and their customers. As your partner in the digital age, we’re able to support your CX transformation from strategic vision through execution, and across all touch points and technologies. By leading a transformation that includes multiple devices, creates cohesive experiences across touch points, and better integrates your systems, processes, and organization, we can help your company live up to its promise to focus on the customer.