In today’s business landscape, delivering exceptional customer experiences isn’t just an ideal companies strive for – it’s essential for organizations that want to remain competitive and relevant in an increasingly fierce and crowded marketplace.
With the rise of new innovations like automation, artificial intelligence (AI), customer relationship management (CRM) and customer data platforms (CDPs), businesses are developing more and more ways to both personalize the experiences for individual customers on a massive scale and gain visibility across multiple touchpoints and stages of the customer journey.
However, this innovation has heightened the expectations of the average consumer. Today’s customer demands nothing less than personalized, dynamic and seamless experiences across multiple channels. They’re also less loyal than ever before, and with attention spans dropping and the entrance of Generation Z to the marketplace changing what consumers look for from brands, marketers have their work cut out keeping pace with the latest demands and expectations.
The onus on optimizing, enhancing and transforming customer experience (CX) and the service businesses provide doesn’t purely sit with Marketing teams, either – in fact, an IFP survey of over 200 IT leaders found that over half (54%) of digital transformation projects involved initiatives specifically centered around CX.
So what does the average consumer actually want from your brand? What are businesses prepared to spend to improve their CX offerings? How much more are customers prepared to pay for a ‘premium’ experience? And just how big a part does personalization play in the ability to win over customers?
To create a holistic picture of the state of customer experience, we’ve collated 133 statistics from various sources (including our own first-party research) on the latest findings and insights. Dive into our findings on customer service, experience preferences, behavior, personalization and investment plans below: