Future of Customer Experience: Elevating the Customer Success Function to Deliver Empathetic Customer Outcomes

Executive Snapshot

• Figure: Executive Snapshot: Elevating the Customer Success Function to Deliver Empathetic Customer Outcomes

New Market Developments and Dynamics

• Future of Customer Experience

• Figure: Future of Customer Experience Framework

• Role of Customer Success as a Function in Improving Customer Value

• Current State of Customer Success

• Challenges in the Current State of Customer Success

• Disjointed Customer Journey

• CSM Skill Set

• Delayed Involvement in the Customer Life Cycle

• Goals or KPIs Not Aligned to Customer Success

• Lack of Corporate Commitment and Empowerment

• Achieving Empathetic Customer Outcomes with a New Vision for Customer Success

• Figure: Features for Customer Success to Deliver Empathy at Scale

• Insights Driven

• Empowered Customer Success Teams

• Integrated Customer Engagement Model

• Customer-Outcomes Focused

• Executive Sponsorship

• Customer Success Leading Practices: Industry Case Studies

• Embedding Customer Success First at an Enterprise Level

• Helping Customers Capture Value from Their Transformation

Advice for the Technology Supplier/Services Provider

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• Related Research

• Synopsis