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CX Advantage

Helping you put the customer at the heart of every decision.

Leslie Pagel

What customer expectation will have the greatest impact on your company?

One of the primary objectives of this research was to answer this question: What customer expectation will have the greatest impact in 2020? Through in-depth interviews and a quantitative survey, we asked over 400 business professionals, primarily customer experience leaders, to rank each of the following customer expectations in terms of their anticipated impact on the business.

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Leslie Pagel

Changing Customer Dynamics and the Consumption Gap

Through our interactions with customer experience (CX) professionals, our advisory group discussions and in-depth interviews, we found five business dynamics emerged to explore.
  1. Has the customer’s understanding of our products and services declined?
  2. Are customer interactions growing in complexity?
  3. Do customers spend less time using the products and services today?
  4. Do customers prefer more self-service opportunities?
  5. Are there more degrees of separation between the customer and the company?

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