Today more than two-thirds of companies say they compete on customer experience (CX), up from just 36% in 2010 1. And with nearly 70% of consumers willing to pay more to interact with brands who offer great experiences, savvy CX leaders are looking to seize the opportunity not only for competitive differentiation but additional revenue as well 2.
At the same time, leaders are faced with several customer-facing channels to manage, increasingly complex technology, and a workforce skill gap. Solving for quality control and cost reduction has never been more challenging.
B2B respondents rank customer experience as the single most exciting opportunity for 2020—beating out content marketing, video marketing, and social.3
In our new ebook, How to Thrive in the Age of Customer Experience, we explore these aspects of the evolving CX landscape and offer strategies to help functional leaders deliver industry-leading experiences.