There increasingly seems to be a consensus:
Delivering a positive CX is critical to the future of virtually every organization. But why is it so important, and how do today’s leading practitioners even define it?
The possibility that a customer will have an experience so bad that they don't come back is quite real. A May 2020 Dimensional Research study sponsored by [24]7ai revealed that
29% of internet users worldwide had a recent customer support experience (admittedly, just an element of CX but a critical one) so bad that they decided never to do business with the company again. The importance of delivering positive customer experiences is underscored by May 2020 research from Qualtrics’ XM Institute:
94% of US consumers ages 18 and older said they are very likely to purchase more from a company providing very good CX and recommend it to others, and 89% would trust a company they believed...
| | Report Preview * This chart and data were pulled from The Customer Experience Report 2021 by Insider Intelligence. Purchase the report below for immediate access. | | | There increasingly seems to be a consensus: Delivering a positive CX is critical to the future of virtually every organization. But why is it so important, and how do today’s leading practitioners even define it?
The possibility that a customer will have an experience so bad that they don't come back is quite real. A May 2020 Dimensional Research study sponsored by [24]7ai revealed that 29% of internet users worldwide had a recent customer support experience (admittedly, just an element of CX but a critical one) so bad that they decided never to do business with the company again.
The importance of delivering positive customer experiences is underscored by May 2020 research from Qualtrics’ XM Institute: 94% of US consumers ages 18 and older said they are very likely to purchase more from a company providing very good CX and recommend it to others, and 89% would trust a company they believed... | | | Other Related Reports | | Advances in AI and predictive analytics are using consumer scores to automate business decisions to predict things like... ACCESS FULL REPORT | The pandemic’s impact on consumers’ finances varies among income brackets. But it doesn’t fit the narrative of... ACCESS FULL REPORT |
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