Research by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator.
We’re just a couple of years away and most brands have already arrived in the future especially when it comes to strategic thinking.
The pioneers aside, customer experience is still ranked as a top priority by businesses. Dimension Data in its 2017 Global Customer Experience (CX) Benchmarking Report found that 71% of organisations cited customer experience as a competitive differentiator.
However, many organisations are still behind the curve when it comes to implementation. According to the research, just 13% of brands self-rated their CX delivery a 9 out of 10 or better.
So, there’s clearly still more work to do on improving customer experience programmes, ensuring customer relationships are mutually beneficial and establishing a meaningful point of difference.
As the new year unfolds we’ve put together 15 helpful customer experience stats to inform and evolve your CX strategy.
Author: Guest Author
Published On: 19th Feb 2018 - Last modified: 5th Mar 2019 Read more about - Archived Content