In an age where customers are more connected than ever and switching costs are continually diminishing, CX is not only essential; it’s non-negotiable. Even “price” is now taking a backseat for many customers when making their purchasing decisions.
Growing research over the years has highlighted the significant impact of great (and bad) CX on the bottom line. Consumers today expect convenient and frictionless experiences from their favorite brands, and they want to do things their way. Keeping up with consumers’ ever-evolving needs, expectations, and preferences at every stage of their journey is essential not only to gain them as new customers but also to turn them into loyal brand advocates.
How much impact does the customer experience have on the bottom line? What do brands need to do to keep up with customers’ ever-growing expectations? This report looks at key customer experience trends and research findings that all CX stakeholders need to know today.
Download the full report for the customer experience trends statistics you need to know in 2021 and beyond.
Phil has been a fixture at Astute since 2009, working in diverse roles on the Insights and Marketing teams. As Content Manager, he writes blogs, reports, and solution guides that explore how brands can better understand and improve their customers’ experiences.