Insights

The member firms of Cordence Worldwide make waves. Browse through our white papers, media, and perspectives.

  • Optimising your customer experience

    15 September 2016
    Litmus Group, Member Firm (Australia)

    If you are reading this you recognise that you and your company have quietly entered into the fight of your life. You, and 89 percent of your fiercest competitors, are part of the vast majority of companies who plan to compete primarily on the basis of customer experience (CX) by 2016. You have felt the market shift to a place where consumers value their experience as much as cost and quality, and CX has been elevated from a “nice to have” to the benchmark for all business success. Or failure. Research shows that CX leaders consistently outperform the market— in fact, from 2007 to 2014 CX leaders’ cumulative returns were 49 percent greater than the S and P 500 Index. And those trailing the pack are similarly impacted: CX laggards underperformed the index by 162 percent during this same period.

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