Ed Thompson

Organisations going from “good to great” are halving the amount of products and services offered, according to Gartner research. And analysts say the cull is having a near negligible impact on revenue. With CX initiatives well established, the very top CX leaders are turning away from customers and focusing on

Don’t delight, don’t innovate, and don’t correlate data – those customer experience strategies have very limited returns, according to Ed Thompson, Gartner VP and distinguished analyst. And he revealed that the gap between customer experience leaders and runners-up is growing substantially, with those on top being “disproportionately rewarded”. Speaking at