When it comes to improving profit margins and creating happier customers, Aberdeen Strategy Research states that CX has become the only long-term differentiator CPG firms can rely on to grow and succeed. Their research shows that firms with CX agility enjoy 48% greater YoY increase in annual revenue.
Beyond demonstrating the role of agile CX programs in helping CPG companies keep up with the constant changes in consumer behavior, this analyst brief provides a framework for CPG firms of all sizes who looking to establish their own CX program and grow. Their framework consists of 5 building blocks, beginning with using root-cause analysis of CX data to reveal factors influencing customer behavior and expectations.
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