73% of consumers point to customer experience as an important factor in their purchasing decision, and 32% of all customers would stop doing business with a brand they loved after just one bad experience (World Economic Forum).
Identifying CX gaps is crucial for pinpointing weaknesses and gaining valuable insights to improve long-term business performance or prevent customer churn.
A significant challenge is gathering feedback throughout the customer journey and transforming insights into opportunities to enhance CX.
Focusing on insights rather than random feedback is key to improving business performance and achieving the CX vision statement effectively.
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