How customer experience is building brands and businesses

How people perceive your brand and whether or not they want to spend money with you more than once – or even at all – ultimately comes down to their customer experience (CX).

Consistent and innovative CX has an undoubted impact on a business’s bottom line, as customers keep coming back for more.

With this in mind, Marketing Week has partnered for a second consecutive year with Zone and Cognizant to compile the CX50 – our list of the most influential CX professionals working in brands in the UK today.

These individuals have demonstrated time and again that when CX is a core part of an organisation’s strategy, it brings tangible benefits. We asked just a few of the CX50 2019 inductees to explain how CX drives their businesses.

At building society Nationwide, chief products and propositions officer Chris Rhodes says: “Our entire ethos is built on the principle of putting our members first and delivering the best possible customer experience is a fundamental part of that.”