Improving your customer experience needs a blend of quantitative and qualitative information. Give your customers a good listening to and see the results.
The adoption of digitally enabled processes does not mean that quality management is no longer required, if you want to satisfy your customers you must provide what they need, when they need it, how they need it consistantly.
If the C suite demonstrates an interest in customer satisfaction and invests in improvements, everyone can contribute to excellence in the customer's experience.
With data we can understand our customers and build business cases to improve their experience. And that let's us improve revenues and costs along the way.
Overcoming a business case to upgrade products and services can be impossible. But without improvements, you may lose custom. Sometimes simple fixes can be enough to resolve an issue and prevent reoccurrences. So long as you know that is what you are doing.