Great article written by Andrew Kucheriavy, founder and CEO of Intechnic, 9th in the world to be awarded Master UX Certification, while consulting the world’s largest brands on UX.
It´s a world trend and it´s proven that those organisations investing in their CX/UX strategy are one step ahead to succeed.
Over the last decades companies have been paying too much attention to the business side and not listening enough to their customers. How powerful is that information? Consumer´s data is the answer to all your questions. If you can combine this information with a good product or service then you can offer a very unique experience, tailored for individuals. There are lot of analogies of organisations and human bodies and definitely your customers must be the heart of your business.
As Andrew Kucheriavy mentions, we all can think of bad cases of companies not paying attention to UX strategies. MySpace is indeed an example in this sense. On the other hand, brands using UX research, data & metrics are driving the revolution with really friendly services. My favourite one? Spotify :)
If someone is still doubting about the importance of UX, studies show that "on average, every dollar invested in UX brings 100 in return. That’s an ROI of 9,900%." We all like money! If management in your company is not convinced yet about investing in UX this is the best argument you can put on the table.
Businesses come to realize that UX is happening, with or without their input. There's a shift going on: A departure from organization-centric UX to a customer-centric approach. It’s the acknowledgment that business success is not just the ability to meet customer needs but to meet those needs impeccably. (And good UX is what helps you do that.)