The State of Customer Experience
Almost half of all organizations can’t keep up with shifting customer expectations. So what do consumers want? And how should organizations stay ahead of the competition?
As the world continues to face an uncertain economic future, consumers continue to seek connection, empathy and shared values when they interact with brands. Organizations need to earn their customers’ loyalty every day. You can do this by proving value through seamless and effortless engagement that turns transactions into meaningful relationships.
Customer experiences are the defining moments where loyalty is won or lost. Which means that efficiency, effectiveness and empathy in the customer journey, enabled by a comprehensive digital transformation, are the foundations for success.
Download this ebook and get all the findings, including:
- 33% of customers switched brands in the past year due to negative interactions
- 13% of organizations offer truly omnichannel experiences today
- 715 of CX leaders are aligned around one tech priority
- 48% of organizations do little to reduce employee effort