Business research conducted by Forrester has clearly proved what was long suspected. Customer experience has a direct impact on business and sales. In a quantitative study conducted, it was realized that “customer experience drives business growth”. Three start examples shine out. AT & T is one such company that has connected disparate services into a single offering, thus allowing customers greater control over services they use. Ingredion a company that processes potatoes and similar products for the food industry, has added great value by making sure a substantial proportion of their final products are gluten free. This is particularly helpful to people with certain ailments. Vanguard is an investment management company but they have innovated to make their offerings less expensive in an industry notorious for costs. Now it offers digital interaction tools bringing down the cost per sitting substantially. These are three companies that have proven the maxim that “customer experience drives business growth”.


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