Customer experience (CX) is one of the most important assets in winning the battle for the customer because it promotes brand loyalty, enhances customer satisfaction and can increase your sales revenue in the long term. And happy customers will not only keep coming back, but will also make your business stand out.
In an article, Chris Pemberton, a contributor to Gartner.com writes:
“Customer experience (CX) is the new marketing battlefront. More than two-thirds of marketers say their companies compete mostly on the basis of CX, according to the 2017 Gartner Customer Experience in Marketing Survey. And in two years’ time, 81% say they expect to be competing mostly or completely on the basis of CX.”
Insights from a 2019 Digital Trends Report from Econsultancy in partnership with Adobe finds that the most successful companies are those that deliver outstanding personalized customer experience based on marketing automation and customer experience technology.
From the Forrester CX index, it appears that brands need a helping hand to deliver an excellent customer experience — and that comes in the form of CX automation.