CMSwire: The Opportunity in a Customer Experience Slump

This article was written for CMSwire by Greg Kihlström. Read the full article here.

Those in the customer experience space might feel good to hear all the talk about how important it is for brands to be customer-focused these days. Yet recent studies have shown some rather bleak numbers in regard to how well brands that say they are customer-focused are actually performing. Do you have a strong customer experience strategy?

As shared at the recent Forrester CX Summit North America in Nashville, the firm’s, 2024 CX index for U.S.-based companies showed the biggest drop in recent years — 1.6% — which, compared to a .4% drop from 2022 to 2023 puts companies on a steeper decline, with 39% of brands and 10 out of 13 industries’ CX quality dropping.

For many who have been walking the CX walk for years this may be disheartening, but for all the other brands out there, it’s time to capitalize on a real opportunity to close the gap with your customer expectations and call your competitors’ bluff. Let’s look at four customer experience strategies to capitalize on a downswing in your competitors’ CX by improving from within.

This article was written for CMSwire by Greg Kihlström. Read the full article here.