The state of customer experience


Almost half of organizations can’t keep pace with shifting customer expectations. But what do consumers want? And what big bets should organizations make to stay ahead of the competition?

As the world continues to face an uncertain economic future, consumers seek connection, empathy and shared values when they interact with brands. Organizations need to earn their customers’ loyalty every day, proving their value through seamless and effortless engagement that turns transactions into meaningful relationships.

Customer experiences are the defining moments where loyalty is won or lost. And efficiency, effectiveness and empathy in the customer journey, enabled by a comprehensive digital transformation, are the foundations for success.

Download this ebook and get all the findings, including:

  • 33% of customers switched brands in the past year due to negative interactions
  • 13% of organizations offer truly omnichannel experiences today
  • 715 of CX leaders are aligned around one tech priority
  • 48% of organizations do little to reduce employee effort

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