The cost of poor CX and how to turn it around.

In the current economic climate, businesses are facing a multitude of challenges, including inflation, disrupted supply chains and talent shortages. Poor customer experience can have a significant impact on an organisation’s bottom line. To survive and thrive, businesses need the support of a loyal customer base, which requires delivering excellent customer experience (CX). CX is more important than ever, with 32% of customers around the world reporting they would stop doing business with a brand after just one bad experience – that number increases to just under 50% after several negative experiences. This has made CX the fastest growing priority area for customer care leaders, yet many are struggling with how to best meet consumers’ growing demands with reduced budgets. To meet increasing expectations, organisations need to improve CX by delivering fast, personalised experiences that reflect individuals’ unique needs.

By Nicky Hjerpe, Product Marketing Manager at Netcall.