The Customer Experience is Not a Buzzword, it’s a Competitive Advantage

The Customer Experience is Not a Buzzword, it’s a Competitive Advantage

Dec 04, 2019

Buzz. Hype. Noise.

The CUSTOMER EXPERIENCE has officially become a trendy buzzword associated with how much a company *cares* for its customers.  When something becomes so mainstream that it gets its own trendy and instantly identifiable acronym – CX, its true value can sometimes get lost.

Worse yet, its importance gets diminished.

Jon Picoult’s article in Forbes entitled “Why Focus On Customer Experience? Here’s Why” impeccably outlines executive skepticism and reluctance to make material investments in their customer’s experience because they don’t believe there are any quantifiable outcomes related to CX.

He argues that executives should focus less on project-based ROI and more on the global impact of a customer experience strategy. Why? Because a global CX strategy delivers tangible results. And he’s got proof.

A decade-long study (through his customer experience advisory firm), finds that companies dedicated to the customer experience outperform lagging companies, by a margin of 3-to-1.

Boom! That’s the sound of the CX mic drop.

At this point, you don’t need to wonder how this data specifically impacts the contact center. As the gatekeeper to the customer, the contact center is where the customer experience lives. Are your customer interactions aligned to your CX strategy? Do you have the tools in place to maximize the customer’s experience?

Now’s the time to act. Let’s talk CX. Connect with Quovim C3.


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