Customer Experience (CX) Articles & Resources
We’ve put together this comprehensive and thorough Customer Experience guide to give you the tools and information you need to manage, strategise, measure and impact all aspects of the Customer Experience for your business.
Customer experience is what drives satisfaction, loyalty, and advocacy based on the quality of interactions throughout the customer lifecycle.
There is a massive gap between the experiences companies offer and the experiences a new generation of consumers demand. When polled, 80% of CEOs believe they are delivering a superior experience, but only 8% of customers agree.
This is the customer experience gap, and it has significant financial implications.
A recent study showed that “Customer Experience Leaders” grow 2x faster and maintain operations that are 15% leaner than the average company.
A separate study by Forrester found “CX Leaders” outperformed companies considered “CX Laggards” by nearly 80 percentage points over 8 years in terms of stock performance.
Companies are learning that positive customer experiences are powering positive business outcomes.