16 Stats on the State of the CX Landscape in 2023

Nowadays, an outstanding customer experience (CX) is crucial for the functioning and growth of any organization. Ignoring this could have a significant negative impact on your business, as customers could potentially complain in mass and go look elsewhere.

In the wake of COVID-19, customers have become more selective and less patient with their choices of brands and products. In fact, 80% of customers now acknowledge that CX is a key differentiator when choosing what brand to buy from, according to Salesforce. Moreover, 67% of customers say they expect much higher positive experience from brands than ever before.

What’s more, global CX spending was estimated to reach $641 billion by the end of 2022. So, if your goal is to retain customers, you must offer a top-notch CX shaped by superior customer service, personalized offerings and a powerful omnichannel strategy.

However, many businesses struggle to meet their CX goals and exceed their customers’ expectations. In fact, 93% of CX leaders relied predominantly on customer satisfaction scores to assess their CX strategy, according to a recent McKinsey and Co report - but only 15% were happy with their method of evaluation. This clearly shows how limited and flawed relying solely on survey-based feedback is.

Learn more: 7 Tips to Create a More Positive Customer Experience