It’s no surprise that customer experience is the number one priority. A Walker study found that at the end of 2020, customer experience overtook price and product as the key brand differentiator. However, according to a Forrester Consulting study, despite customer experience becoming more imperative for competitive differentiation, organizations often fail in exceeding customer expectations.
Gartner estimates that by 2022, 60% of large organizations will extend their CX technology and process goals by tying together disparate systems in a holistic approach focused on customer needs. Additionally, according to Hubtype, $641B will be spent on CX technologies in 2022. Automation, contact center technology, proactive service and customer service analytics have become investment priorities for customer support and service (CSS) leaders.