MyCustomer and NICE Systems look at what a great customer experience looks like and how your business can begin the evolution towards the 2020 vision.
In recent years, customer experience has emerged to become a competitive differentiator and the key focus area for CEOs – regardless of which industry you serve. Customer experience was always at centre stage, but previously brands competed and di.erentiated mainly on product or price. However, they have now come to understand that in the age of the ‘always-on’ customer, providing an excellent holistic customer experience pays - literally. Forrester analyst recently claimed that a 10-percentage-point improvement in a company’s customer experience CX score can, in some cases, translate into more than $1 billion impact on revenue.