Customer loyalty is one of the ultimate goals for virtually every company across every industry. Gaining and maintaining customer loyalty requires firms to keep up with the rapidly changing needs of their clientele as well as monitoring and adapting to changing business dynamics. This allows firms to monitor, predict, and adapt their activities to keep-up (and even lead) the expectations of their current and potential clientele. Such prowess in managing customer experience (CX) activities is defined as CX agility.

This report highlights how having agility in CX activities helps transform commerce organization performance. It also highlights five building blocks commerce leaders must use to transform traditional ways of doing business in favor of greater agility.