Managing Complexity: Optimizing Customer Experience Investments
While customer experience is important, unlimited investments in customer experience doesn’t make sense. At some point, there will be a law of diminishing returns, where the costs to improve customer experience outweigh the benefits. In the extreme, single-minded pursuit of satisfaction may lead to overspending and misallocation of resources. So how do corporations optimize their investments in customer experience, minimizing those with little return and maximizing those with clear financial gain?
Read more