1. Great Customer Experiences = Great ROI
A recent research study calculated the performance of a portfolio of publicly traded companies that are
customer experience leaders. Over the last five years, a period when the S&P 500 was essentially flat,
that portfolio produced a cumulative total return of just over 22%. During the same period a portfolio of
customer experience laggards returned -46%. That shows that not only do customers reward a superior
experience, so do the markets.
© Rupa Shankar
www.cxpdesign.com

2. About CXP Design
CXP Design (www.cxpdesign.com), founded by Rupa Shankar, is a platform for marketers,
technologists, designers and leaders to discuss and gain a deeper understanding of cross-channel
customer experience design, develop empathy for customer needs and learn how to create
products and services that deliver "wow" experiences for customers.
When we check into a hotel. When we shop on-line. When we buy a pair of shoes. When we get on
a flight. These are experiences by which we measure brands every day. However, most companies
are without the tools to purposefully design those experiences for maximum value. That’s where
CXP Design comes in.
Day in, day out, we live, sleep, eat, breathe and unravel the riddle that is human experience, leading
to more loyal and committed customers for our clients.
www.cxpdesign.com
www.facebook.com/cxpdesign
www.twitter.com/cxpdesign
http://in.linkedin.com/groups/CXP-Design-Creating-Customer-Wow-4726523
Rupa is an Associate Director at Happiest Minds Technologies (www.happiestminds.com), a next-
generation IT Services & Solutions company at the forefront of Providing Advisory, Implementation and
Managed Services on Social computing, Mobility, Analytics, Business Intelligence, Cloud computing,
Security and Unified Communications. At Happiest Minds, Rupa is responsible for uncovering and
activating innovative digital and social engagement strategies for its clients, spearheading the
development of frameworks and solutions for different industry verticals and enhancing the global go-to-
market strategy. She taps into her past work as both a design practitioner and marketer to help Happiest
Minds clients envision and define broad, end-to-end customer experiences.
© Rupa Shankar
www.cxpdesign.com