How Can Agile CX Drive
More Customer Loyalty
and Business Growth?

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continue

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Build CX agility to deliver better
customer outcomes and grow
your business.

According to Aberdeen Strategy & Research, these competitive advantages are all hallmarks of an agile customer experience (CX), delivering critical improvement such as:

Customer Experience

annual increase in customer retention rates

Operational Performance

year-over-year marketing ROI increase achieved by agile CX users

Financial Improvements

higher year-over-year growth in annual revenue

How can your business become an agile CX organization too?

Omer Minkara, VP & Principal Analyst at Aberdeen, explains the benefits of an agile CX program.

Watch the interview

Next: Construct a Foundation for Agile CX

Construct a Foundation for Agile CX

The Aberdeen Strategy & Research study illuminated three key building blocks of agile CX organizations: Accelerate, Engage, and Grow.

Explore the three key building blocks

Energize customer loyalty and drive profitable business growth.

Level up with CX agility

Accelerate

Capitalize on emerging revenue opportunities.

Engage

Identify, convert, and retain customers where they are.

Grow

Scale and strengthen your business through enterprise-grade CX.

Next: Forge Your Path to Customer Loyalty and Profitable Growth for Your Business

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Forge Your Path to Customer Loyalty and Profitable Growth

Businesses that demonstrate agile CX maintain a durable advantage in their market and drive growth and success by:

Monitoring and acting on changes in market conditions and customer behavior
Anticipating how change may affect current and future business activities
Adapting rapidly to address future challenges

Discover your CX agility potential

All data and insights are based on the 2021 Aberdeen report, “CX Agility: The Path to Customer Loyalty and Profitable Business Growth.”

Next: Ready to get started?

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Ready to get started?

Put your business on a clear path to agile CX with SAP Customer Experience solutions.

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Accelerate
Engage
Grow

Accelerate

Capitalize on emerging revenue opportunities.

Shorten time to market and respond more quickly and effectively to changing customer needs by gathering accurate, holistic, and actionable customer insights to:

Use root-cause analysis to reveal customer behavior and expectations
Identify process bottlenecks and inefficiencies through regular CX data analysis
Monitor customer's efforts throughout their entire buying journey

AGILE CX USERS ARE

26%

more likely to analyze CX data to reveal process bottlenecks and inefficiencies.

Engage

Identify, convert, and retain the right customers.

Stay in-tune and be more proactive with your customers to deliver hyper-personalized experiences that:

Enable and encourage customers to share their feedback across each touch point
Use all available channels to engage with customers where, when, and how they prefer
Integrate voice-of-customer data with your customer relationship management (CRM) system

AGILE CX USERS ARE

more likely to integrate voice-of-customer and CRM data to better keep up with buyer needs.

Grow

Scale and strengthen your business through enterprise-grade CX.

Nurture customer relationships and continuously improve business results through advanced technologies and business processes that enable you to:

Automate alerts to notify customer-facing functions of poor customer experiences
Establish a single view of customer data across the enterprise by integrating all systems
Use AI-enabled, real-time decision assistance to guide hot-to-handle customer interactions

AGILE CX USERS ARE

2.1x

more likely to have the ability to support ongoing business growth and adaptability.