Business of Experience (BX) goes beyond Customer Experience (CX)
Traditional CX usually falls within the domain of a CMO. BX, a much broader concept, includes every aspect of a business’ operations.
Business of Experience (BX) focusses on the continuous search to identify new needs of their customers, instead of just delivering an exceptional experience.
CX appears to be evolving naturally with BX and next-generation personalization the way forward. Given the recent shift in how businesses and customers interact, brands that want to succeed in a post-COVID world will need to drive meaningful engagement and leave a lasting impression. Businesses must develop a long-term vision to succeed with next-generation customization, which will be reflected in their technological investments.
Following that, like with any large business transformation endeavor, implementing next-generation personalization necessitates tiny stages that lead to big changes.
Businesses should "start with small, straightforward apps/stack/processes that engage a limited range of systems and departments, that produce a clear, easily-measured benefit.
Finally, deployment must be carefully and deliberately controlled to minimize small gaps that can prevent major applications from running.
“With Kilowott’s BxT framework, your business gets turbocharged to initially impact the experience, then improve overall operational efficiency, and finally, enhance business success and growth metrics.”
BxT Framework
Businesses must develop a long-term vision to succeed with next-generation customization, which will be reflected in their technological investments.
Following that, like with any large business transformation endeavor, implementing next-generation personalization necessitates tiny stages that lead to big changes.
BX builds on CX’s foundations to offer organizations a more holistic approach to become customer obsessed and reignite growth.
56% of COOs, 53% of CSOs, and 51% of CFOs feel that their company is “soliciting” or “scouting for” guidance in transforming the way they engage with customers
This framework is used as a benchmarking tool to baseline an organization
Businesses should "start with small, straightforward apps/stack/processes that engage a limited range of systems and departments, that produce a clear, easily-measured benefit.
Finally, deployment must be carefully and deliberately controlled to minimize small gaps that can prevent major applications from running.
BX is about the whole company anticipating and delivering on these expectations to provide customer value. Achieving and maintaining leadership in business experience requires an organization-wide approach – one with a heavy, concerted focus on customer experience, employee experience, data, analytics, operations, and technology.
How can BxT benefit businesses?
When compared to their industry peers, companies that create a culture centered on providing extraordinary experiences to customers, workers, and society, can increase their profits by 6x. We bolster and strategize this transformation to deliver the following impact via our BxT framework.
Our BxT framework helps your business to identify customer’s unmet needs and translate those needs into data, which in turn, translates to tangible actions to drive business growth.
Our BxT framework finds solutions that make your business agile and streamline them further to deliver value to your customers, thereby innovating at scale.
CMOs are no longer CX custodians. Each C-suite leader and employee is a stakeholder under the ambit of Business of Experience (BX). Thanks to BxT, your business unifies behind one culture, one purpose, one direction, and one methodology.
The BxT framework leverages people, data, and technology, to build the foundations of an agile organization that reinvests its resources in creating new opportunities for performance and growth.