INTRODUCTION
In today’s hyper-competitive digital landscape, delivering an exceptional customer experience has emerged as the key differentiator for businesses of all sizes. For growth-oriented companies, the ability to understand, meet, and exceed customer expectations is no longer optional – it is an absolute imperative when you consider:
a. Customer-centric companies are 60% more profitable than companies that aren’t
b. 48% of consumers are willing to pay more for quality customer service
c. After more than one bad experience, around 80% of consumers say they would rather do business with a competitor
Customer Experience (CX) has become the new battleground. Companies that prioritize and excel at CX stand to gain significant competitive advantage and market share. Yet, an alarmingly small percentage of these ambitious organizations understand what CX is, and even fewer companies have a strategy in place to leverage it.