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Ebook CX in a New Era of Customer Expectation

CX in a New Era of Customer Expectation

In the digital world, expectations and behaviors shift with bewildering speed. Consumers are quick to bring new tools into their daily lives. And then they expect more — and more.

Before a brand can differentiate with CX, it needs to assess the gap between what customers expect and what the brand can deliver today. For all the attention companies give to customer experience, a widening CX gap persists. Those brands that dig deep into the current trends and make smart decisions to improve CX management will be well positioned to outpace the competition.

Report Snap Shot

32% of customers stop doing business with a brand they love after only one bad experience.

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