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Competing on CX

As digital disrupts industries, customer experience dictates competitive advantage

Will your business still be around in five years?

Customer experience is the new battleground for digital businesses. Consumer intimacy and the ability to deliver personalised, omnichannel service will determine whether brands succeed or fail. This report by analyst ZK Research explores the ingredients of digital CX and how to execute more quickly.

Key takeaways:

  • ZK Research predicts that 75% of the S&P 500 index will churn in the next decade. Digitization is shaking up the status quo. Incumbents can’t count on their legacy to maintain success.
  • 66% of consumers have switched providers due to poor customer experiences, according to Accenture. Customer experience is the new battleground for success.
  • Gartner estimates that 89% of companies compete primarily on CX, up from 36% four years ago. Watermark found that CX leaders outperformed the S&P by 50%.
  • To capture consumer mindshare — and purchases — companies need to understand the customer journey, build an omnichannel experience that delights the customer at every touchpoint, and use data to predict user behaviour and deliver personalised service.
  • For established businesses, achieving this is not just about ecommerce and mobile experiences, but leveraging existing assets such as expert staff and the branch/store experience.




ZK Reasearch Paper