33 CX Facts That Will Blow Your Mind!

Customer experience has fast become a top priority for businesses and 2020 will be no different. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it?
Customers no longer base their loyalty on price or product. Instead, they stay loyal to companies due to the experiences they receive. Failing to keep up with their increasing demands, your customers will leave you.
If you are still unsure about the benefits of managing the total customer experience, just take a look at some of the real benefits of CX reported below.

80% of consumers look up product information, reviews and prices on their smartphones while shopping in a physical store.

Source: Outer Box Design

56% of CEOs said digital improvements have led to revenue growth.

Source: Gartner

60% of companies think they’re providing a good mobile experience, but only 22% of consumers feel the same.

Source: Qualtrics

One in three consumers (32%) say they will walk away from a brand they love after just one bad experience.

Source: PWC

76% of consumers think companies should understand their expectations and needs.

Source: Salesforce

An additional 34% of companies say they’ll fully adopt digital transformation in the next 12 months.

Source: Seagate

33% of consumers who ended their relationship with a company last year did so because the experience wasn’t personalized enough.

Source: Accenture

43% of Millennials contact customer service from a mobile device.

Source: Microsoft

40% of customers prefer talking to a real human on the phone for complicated issues.

Source: American Express

79% of Millennials are more willing to buy from brands that have a mobile customer service portal.

Source: Microsoft

73% of consumers use more than one channel during their shopping journey.

Source: Harvard Business Review

65% of consumers research products online before stepping foot inside a store.

Source: Retail Dive

53% of people will abandon a mobile site if it takes longer than three seconds to load.

Source: Google Marketing Platform

71% of consumers want a consistent experience across all channels, but only 29% say they actually get it.

Source: Gladly

9 out of 10 consumers want an omnichannel experience with seamless service between communication methods.

Source: UC Today

72% of customers expect companies to know their purchase history regardless of what method of communication they used, such as chat, phone or email.

Source: NICE

63% of consumers are satisfied getting service from a chatbot, as long as they have the option to move the conversation to a human if needed.

Source: Forrester

44% of companies have already moved to a digital-first approach for customer experience.

Source: IDG

There is a 97% chance of positive word of mouth and 86% likelihood of increased wallet share after value-enhancing service interactions.

Source: Gartner

90% of consumers expect companies to have an online portal for customer service.

Source: Microsoft

More than 60% of Americans prefer solving basic customer service issues through a self-service website or app.

Source: American Express

Omni-channel customers spend 4% more in store and 10% more online than single-channel customers. For every additional channel they use, customer spend more money.

Source: Harvard Business Review

42% of consumers’ total time spent online is on mobile devices.

Source: Stone Temple

84% of customer-centric companies focus on the mobile customer experience.

Source: Vision Critical

76% of companies are investing in emerging technology.

Source: Accenture

15% of all customer service interactions will be handled solely by AI in 2021, a 400% increase from 2017.

Source: Gartner

31% of companies have invested in AI in an effort to get ahead of the competition.

Source: Accenture

Over 90% of respondents use the mobile channel to express their emotions.

Source: LitmusWorld

The usage of reminders can drive up engagement rates by upto 67%

Source: LitmusWorld

Detractors were found to be more vocal of the business, providing 4 times more words than promoters.

Source: LitmusWorld

Personalising the invitation message results in a response rate improvement of upto 40%.

Source: LitmusWorld

Projects that were real-time saw 2.7x higher response rates than non-real-time projects.

Source: LitmusWorld

34% of leading businesses said that their customer journey was a top priority for 2020.

Source: Adobe

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