• Derek Bildfell

Week 1: CX Leadership & Implementation program ~ Winter 2021

Week 1 of our CX Leadership & Implementation Winter program is done and dusted!


Key takeaways from week 1 Lighting the Fire: Why:


Customer experience improvement as a corporate strategy offers the ability to drive sustainable long term financial improvement to your organization. By understanding our customers deeply, we are able to make adjustments and align our investments according to our customers priorities.


When we act on our deeper understanding customers, many good things happen.


The risk of losing customers decreases, lowering the company's overall risk profile. Employees are happier because they are able to serve the customer with complete integrity, which makes them happier and they stay engaged longer. Employee stability is a second major driver of risk mitigation. Aligning our cost model to serve customers most effectively results in an industry cost advantage, which provides opportunity for greater margin.

And finally, customers will purchase more and extend their relationship with companies that provide value through greater understanding. When we consider the reason companies are in business, they are in the business of provide value to customers at the lowest cost. Investments in Customer Experience Management drives all the levers in this business.

Finally, remember that the value of a company is the net present value of the future profit expectations of the company. With CX, we are decreasing the risk premium, increasing the margin and increasing the growth rate all with a single strategy. It's hard to find another business strategy that is as comprehensive in its impact.

Please contact us on anne-marie@accelerationstrategy.com for more information on our CX Leadership & Implementation Program






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