The Age of Experience Guide: 2019 Edition
Forrester, in their CX Index analysis, identified that customer experience (CX) is a function of the customer achieving their goal, expending minimal effort to get there, and then—most importantly—how they feel about the exchange, or their emotions. Gartner has stated that by 2020, 81 percent of companies expect to be competing mostly or completely on the basis of CX.
However, delivering exceptional CX has become more complex in recent years, with customers expecting to interact with organizations through the proliferation of new communication channels such as email, SMS, social media, mobile, and more. As a result, the contact center is playing an ever-increasing role in CX, particularly for high-touch, complex situations or resolving digital failures.