In the fast-paced world of business, there’s one thing that remains constant: the importance of customer experience (CX). In fact, studies show that companies with a strong CX focus outperform their competitors in terms of revenue and customer loyalty.
In today’s competitive market, providing exceptional customer experience isn’t just a bonus — it’s a necessity. Studies have consistently shown that consumers are willing to pay more for a better experience, and they’re quick to abandon businesses that fail to meet their expectations.
Despite 82% of marketers believing they meet customer expectations, only 10% of customers feel their expectations are truly met. This disparity highlights the critical need for a robust customer experience management framework that bridges the gap between customer perceptions and business assumptions.