According to Gartner, 89% of companies compete primarily on CX. In short, a great customer experience is not a ‘nice-to-have', it’s a necessity.
But while 80% of companies think they deliver superior customer experiences, just 8% of customers agree.
So why are they falling short? One reason is that the CX metrics currently used by organizations measure customer experience, but don’t operate as an indicator of future performance. So it’s impossible to tell which investments in CX will be most effective.