Global Journal of Management and Business Research, E: Marketing, Volume 22 Issue 3

© 2022. Shashank Katare. This research/review article is distributed under the terms of the Attribution-NonCommercial- NoDerivatives 4.0 International (CC BYNCND 4.0). You must give appropriate credit to authors and reference this article if parts of the article are reproduced in any manner. Applicable licensing terms are at https://creativecommons.org/licenses/by-nc-nd/4.0/. Global Journal of Management and Business Research: E Marketing Volume 22 Issue 3 Version 1.0 Year 2022 Type: Double Blind Peer Reviewed International Research Journal Publisher: Global Journals Online ISSN: 2249-4588 & Print ISSN: 0975-5853 The Three Most Critical Aspects for Implementing Holistic Customer Experience at Scale By Shashank Katare Abstract - Businesses are increasingly challenged by increasing competition, changing customer preferences and, industry dynamics. Moreover, the proliferation of channels and customer touchpoints has added to the complexity of keeping up with these constant changes. Only organizations that are agile enough to understand, evaluate and react to these dynamic requirements can drive innovation and growth. Therefore, organizations must be creative in their consumer engagement strategy across the marketing funnel to enhance overall customer experience, measure the performance, and establish the loopback to refine the strategy. The following paper outlines concepts to help consumer businesses accelerate customer experience management. The objective of the paper is to lay out guiding principles that organizations can use as part of their business processes to create, deliver, and measure personalized customer experiences and drive growth, loyalty, and satisfaction. The paper will dive into the three most important pillars of building successful customer experiences – Design a Customer Experience Management Model, Activate across touchpoints, and Measure performance across touchpoints. Keywords: customer experience, customer journey map, measurement, acquisition, personalization, strategy, user acquisition, growth funnel, CLV, NPS, churn, case study, customer satisfaction, consumer engagement. GJMBR-E Classification: JEL Code: M31 TheThreeMostCriticalAspectsforImplementingHolisticCustomerExperienceatScale Strictly as per the compliance and regulations of: