One of the biggest business shifts in the last few years has been an internal focus on “customer experience,” or CX. While the idea of the customer experience isn’t new — the customer journey has long been a benchmark for business success — its implementation has seen a transformation in our increasingly digital business world.
To put it simply, CX is being reimagined to fit the needs of today’s customers, and in many cases, it is more in the spotlight due to the evolution of social media and ecommerce.
Gartner research shows that CX now drives two-thirds of customer loyalty, and Emplifi research reports that almost two-thirds of customers will now pay more if they know they’ll get a good customer experience.
