There are many different definitions for CX, but at its core, it all comes down to how a person feels about the experience of interacting with your brand. Great CX is about providing a valuable, easy-to-use, and enjoyable experience to every customer, on every device, across every touchpoint—in a way that fulfills on the expectations that you set and the promises you made.
Customer experience -- a top priority in the modern enterprise -- drives customer preferences in the marketplace. Successful CX management requires persistent and perpetual improvement, which can be frustrating due to a number of CX challenges.
- Why it's important for brands of all sizes and industries to create relevant and cohesive experiences for their customers, and how brands can act today
Every IT and business leader should consider adopting customer success analytics tools. Without the information gleaned from such tools, it's very difficult to transform digital CX. Information such as internal and external customer ratings -- both structured and unstructured -- helps business leaders continually adjust scripts, outreach approaches and channels used.
When asked which technologies IT and business leaders expect to transform customer experience, customer success analytics was the top response, with 54% of research participants citing it. Next in line was artificial intelligence at 38%.
Analytics are key to empowering AI-based apps, which are becoming embedded in each of the pillars. Organizations are embracing AI in digital customer experience technologies. In fact, 60.8% of companies are using or planning to use AI in their digital CX initiatives in 2019, compared to only 44.6% in 2018.