CX is king for today's digital-first businesses. The Fourth Industrial Revolution has redefined customers' expectations: 80% of consumers now consider CX to be as important as a company's products.
CX is the sum of the touchpoints your customers have with your company. A visit to your website is part of your CX. So are your social media posts. Bundled together, these touchpoints form the customer journey, which is where your CX efforts should focus.
Effective customer experience research could be the difference between success and failure. According to a PwC survey, 73% of consumers say that customer experience is a major factor in their purchasing decisions, and 32% say they'd walk away from a brand they love after just one bad experience.
With consumers spending hours online, there has never been a better time to invest in finding out what customers want.