Customer Experience: The Catalyst for Enterprise Success For many industries, competition increasingly revolves around the customer experience (CX)—the factor most impacting customer loyalty and the key differentiator in an organisation’s success . CX is equally important to a company’s products/services for 80% of customers, and 57% claim they have moved to a competitor for a better experience . Organisations focus on improving CX once they understand the potential return on investment .With 82% of service decision-makers stating that their firm’s customer service must transform to stay competitive, CX is crucial to success in a world where switching brands is so easy.

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