Your team is likely hyper-focused on finishing 2025 with strong results, despite the wavering economy (which is surely causing stress for many). Many leaders are reflecting on their goals and realizing that, despite adopting “customer-first” strategies, revenue has not quite reached projections.
The good news?
2026 offers a fresh opportunity to shift gears and truly align your business with a customer-centric mindset that drives measurable growth.
In this guide, we’ll break down what CX really means, why it matters now (get ahead of 2026!), and the steps you can take as a leader to grow revenue by putting the customer at the center of every decision.
What is Customer Experience?
McKinsey & Company defines customer experience as ‘the total effort an organization makes to prioritize the customer, encompassing both how it manages relationships and delivers products or services that meet client needs.’
Others describe CX as the entire journey a customer takes with your brand—from first discovery to purchase, adoption, retention, and ultimately advocacy. While every industry has unique nuances, the start and end points are always the same: awareness → loyalty.
The six core stages of the customer journey are:
- Awareness: When customers first discover your product or service.
- Consideration: Evaluating whether your solution fits their needs.
- Decision: Choosing your brand over competitors.
- Retention: Building trust to keep them coming back.
- Advocacy: Turning loyal customers into brand ambassadors.
- Winback: A strategy to establish relationships with customers who churned to earn their business again and with individuals’ future employers.
Why Customer Experience Will Matter even more in 2026
Rising Customer Expectations in the Digital Era
With AI-driven automation and instant access to information, customers now expect fast, seamless, and personalized experiences. Upskilling employees and leveraging digital tools isn’t optional—it’s essential for growth.
Brand Loyalty is Built on Experience
Products may be similar, but experiences are never the same. The brands that lead with empathy, personalization, and human connection will win.
CX Directly Impacts Revenue
Research indicates that customers are more likely to spend more with brands they trust and enjoy engaging with. A superior customer experience drives measurable revenue gains.Word of Mouth and Reviews Carry More Weight Than Ads.
Customer stories, positive or negative, spread faster than ever. Prioritizing CX ensures that your reputation on platforms like Google Reviews, Trustpilot, or LinkedIn strengthens your brand, rather than hurting it.
AI and CX Go Hand in Hand
From predictive insights to personalized recommendations, AI empowers companies to deliver smarter, faster, and more tailored customer experiences. In 2026, integrating AI into your CX strategy is a necessity, not a luxury.
Four Steps Leaders Can Take to Drive Revenue Growth with CX
Step 1: Invest in Employee Training
Your team shapes the customer experience. By equipping employees with the right skills, tools, and mindset, you create consistency and build loyalty that directly fuels revenue.
Step 2: Personalize the Customer Journey
Show customers you value them by personalizing communication, products, and support. Tailored experiences foster stronger emotional connections, which in turn influence buying decisions.
Step 3: Amplify Positive Reviews
Don’t let your best reviews go unnoticed. Showcase testimonials and case studies prominently on your website and sales channels to attract new customers through social proof.
Step 4: Leverage Smart Promotions
Utilize customer purchase history and behavioral insights to create personalized promotions or targeted retargeting campaigns. Focus on driving sales strategically without undermining profitability.
Your Turn to Act!
Achieving strong results in 2025 and solid revenue renewal and growth projections in 2026 won’t come from chasing every new trend. Sustainable growth will come from leading with a customer-centric mindset. By investing in your employees, personalizing experiences, amplifying customer voices, and leveraging AI-powered insights, leaders can create meaningful growth and stronger customer relationships.
The time to act is now.
Don’t wait for Q1 (that is too late!). Start building your customer-centric growth strategy today.
Take the Next Step with EmiliaSpeaksCX
Building a customer-centric organization starts with leadership. That’s where I come in.
Through leadership training, team workshops, and 1:1 executive coaching,
I help companies:
✔ Break down silos and align teams on customer-first growth strategies
✔ Train leaders and employees to deliver exceptional customer experiences
✔ Build scalable customer journey maps that drive loyalty and revenue
Ready to equip your team for growth in 2026? Contact me to book a workshop or coaching session. I am passionate about customer experience and customer journey mapping and excited to meet you and learn more about your company goals!
ABOUT THE AUTHOR
Based in the San Francisco Bay Area, Emilia D’Anzica advises organizations worldwide on go-to-market strategies for customer growth, revenue growth, retention, and loyalty. She also serves as an instructor at the University of Chicago Booth School of Business, where she teaches Customer Lifecycle Management: Understanding the Customer Journey and Ways to Improve Customer Experience in the Chief Revenue Program. As an educator, she also teaches executives proactive leadership skills grounded in emotional intelligence and customer centricity.
Previously, she served as the CEO and Founder of Growth Molecules, as a Revenue Architect at Winning by Design, Vice President of Customer Engagement at WalkMe, Chief Customer Officer at Copper, Operations Director at BrightEdge, and Director of Customer Success at Jobvite.
Schedule time to explore how you can work together to build and optimize your customer experience, grow revenue, and level up your teams.
Schedule a complimentary session to learn how Emilia can help your team develop emotional intelligence that leads to revenue growth.
