Customer experience can be defined as any interaction that your organization has with your customer. Thanks to industry disruptors like Amazon, what was once considered the best experience is now the expected experience. It’s not just from the likes of Amazon, but from every experience with every company whether you are a consumer or a buyer of business services or a product. In fact, because of this, customer experience has become one of the top strategic priorities within the C-suite.
Walker Information states that customer experience will overtake price and product as the key brand differentiator by 2020 and according to a study done by Capgemini, 80% of consumers are willing to pay more for better service. The same can be said with business to business.