Customers' expectations around experience are changing.
94% US consumers ages 18 and older surveyed in May 2020 by Qualtrics' XM Institute described themselves as very likely to make more purchases from companies across all industries that provided "very good" customer experience (CX).
As critical as CX is, it wouldn't offer competitive advantages if every brand was successful at delivering strong CX. While many organizations are making progress, more are struggling to consistently deliver the best possible experience.
In "4 Impediments to CX Excellence," Insider Intelligence details the obstacles to implementing a powerful customer experience and how they can be overcome.
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source https://www.businessinsider.com/7-7-2022-4-impediments-to-cx-excellence