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Great Customer Experience Comes from Operational Excellence

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By Kristi Maynor, Guhan S. Selva, Norm Yustin
| russellreynolds.com
The reality is simple: customer experience (CX) and operational excellence (OX) are two sides of the same coin. Disney’s magic relies on flawless park operations. Delta’s reputation depends on punctual departures. FedEx builds trust by marrying guarantees with logistics precision. Apple’s sleek devices only impress because of a world-class supply chain. Starbucks’ app only feels seamless when the barista hands over a custom latte in minutes.
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