Customer experience (CX) has hit a wall across many industries. Companies are using outdated approaches and technologies to try and solve complex engagement problems – and they’re failing. This is generating a huge amount of frustration:
Consumers are frustrated because their interactions with businesses are often awkward, tedious, and irrelevant. They’ll have a great experience, followed by 10 throw-away moments. They feel like they’re constantly getting a sales pitch.
Business leaders are frustrated because they’ve invested in solutions that should have “righted the ship” and set them apart from the competition, but have only produced sporadic improvements with no significant return on investment.
Investors are frustrated because businesses have been paying lip service to customer experience – but complaints are still going viral. Market share is evaporating, and dividends are declining.