The road ahead for CX

Leaders in customer experience (CX) are increasingly aware of the advantages of creating immersive experiences and the revenue-generating potential of support functions.

In fact, 64% of business leaders worldwide already have plans to merge teams and responsibilities around CX, and 72% of business leaders worldwide believe this will increase operational efficiencies.Goehler stated, “especially as we navigate through uncertainty, harnessing the power of exceptional customer experiences will be a key for business resilience and growth in 2023 and beyond.

“Companies that know how important it is to put money into technology in order to give their customers what they want—a seamless, immersive customer experience—will eventually gain more customers, build customer loyalty, and become profitable.