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Customer Experience Management: Why CX Pros’ Influence Expands

September 18, 2023

Via: CMSWire

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.

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