CX: powering competitive advantage
Customer experience (CX) is the next competitive battleground. Gartner has predicted that CX will be the next competitive differentiator, and 81% of marketers told Gartner that by the end of 2020 they expected to be competing mostly or completely on the basis of CX. This is no mere marketing slogan: companies that prioritized and effectively managed customer experience were three times more likely 1 than rivals to have significantly exceeded their top business goals in 2019. Customer experience is your next essential business driver.
Companies in all business sectors are today addressing a new kind of customer. Consumer expectations have evolved; they have different demands based on different attitudes and approaches. In its State of the Connected Customer report2 , Salesforce found that 76% of consumers now expect companies to understand their needs and expectations. The report also found that 84% of customers say being treated like a person, not a number, is very important to winning their business. They’re also more than twice as
likely to consider personalized offers as important rather than unimportant. And, significantly in terms of customer churn, 76% say it’s easier than ever to take their business elsewhere and will switch brands to find an experience that matches their expectations.
Furthermore, business is facing up to a genuine world- altering event in the shape of the COVID-19 pandemic. The future of commerce has been disrupted by the virus, and companies will need to develop and adapt to new consumption models in its aftermath.
Orange believes that CX challenges fall into three pillars that you must overcome to keep existing customers satisfied, win new customers, and see your business thrive. We will address them in this white paper.
This article is posted at orange.com
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