Going beyond CX:

How Understanding Customer Obsession Ensures Success.

Forrester research commissioned by Goodays.

The pandemic has marked a turning point for retailers. Everything has changed now: purchasing behaviour, expectations in terms of customer experience and the physical retail experience. 

Customer Obsession is no longer a luxury, it is a long-term competitive strategy.  And it depends, in particular, on the ability to listen and react to the customer in real-time - a reality that is even more evident for customer-facing employees (79%).

Download this report to: 

  • - Understand how to implement Customer-Obsession organisation-wide
  • - Decipher the equation "Better EX =  Better CX "

- Understand the true benefits and value of a Customer Obsessed culture

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This Opportunity Snapshot was commissioned by Goodays.

To create this profile, Forrester Consulting fielded custom survey questions asked of 261 respondents which included perspectives of both HQ and customer-facing workers. The custom survey began in February 2021 and was completed in May 2021.

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