We are amid a customer experience revolution. Gartner predicts that by 2022, approximately 65 percent of all customer service interactions will be digital or text-based versus phone. With today’s customers being much more demanding and much less brand-loyal than they once were, companies across industries are beginning to recognize CX as a key competitive differentiator and are making sweeping changes to keep up.
https://venturebeat.com/2018/01/15/resetting-the-bar-for-customer-experience/
As customer experience – increasingly based on digital interactions – becomes a competitive differentiator, brands need to assess their current capabilities and understand where they may need to make changes, according to an industry figure.
https://www.warc.com/NewsAndOpinion/News/39826/
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