Today’s customers have endless choices and aren’t hesitant to switch brands if they’re not getting what they need. A customer’s perception of a brand is not just influenced by product quality or price — the overall customer experience, the personalization and the service and support they receive play a considerable role in creating long-term satisfaction. Great customer experience management can mean more revenue — and according to PWC’s research, 86% of buyers are willing to pay more for a great customer experience.
That fact is a core reason why IDC predicted CX-related spending would cross the $600 billion threshold in the past year and why 64% of CX leaders told Forrester they expect a boost in their budgets for CX initiatives in 2024, despite a rocky economic climate.
