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The best data tells a story. When it comes to customer experience (CX), the best stories are ones of frictionless journeys, engaged employees and agile technologies. Knowing what customers want — and where CX is lagging — can help you know where to focus efforts over the coming year. This blog looks at the top stats every CX leader needs to know to gain a competitive advantage in 2023 and beyond.
Efficient, personalised experiences win loyalty and share of wallet. Your experience is your brand. Yet the data shows we’re transforming too slowly — and that tells customers they’re not a priority. It’s time to close the gap.
We’re competing for contact centre talent based on the quality of our workplace culture and career development opportunities. CX employees need great technology to be successful in every interaction. They also need a progressive program of skills building and leadership development to keep them motivated over the long term.
The future of CX is an open, composable platform that allows for rapid innovation, data integration and access to the ecosystem.
The moral of this data story: In 2023 and beyond, organisations will win with empathy. That is, they’ll outpace competitors when they provide customer journeys that are both frictionless and relevant, engage their employees through personalised learning and development that advances their careers, and harness agile technologies that support both.
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