How do your customers feel about the quality of your customer experience (CX)? In a landscape where only 4% of US residents feel consumer experiences have improved over the past year, businesses are facing a stark reality. The quality of customer experience (CX) is more critical than ever, with a significant 57% (2) of consumers feeling experiences have worsened, particularly noting frustrations like extended wait times. Long wait times and inconsistent experiences across touchpoints continue to frustrate consumers. Amidst these challenges, CX leaders are searching for effective strategies to not only meet but exceed evolving customer expectations. In this blog we will navigate the CX challenges and offer some proactive strategies for CX leaders to implement. But first, let’s look at the importance of CX to consumers.
