Page 34 - DX Summit 2021 White Paper
P. 34
Inspiration
Why does customer experience matter?
How do insights help support clients in this new normal? NOTES
Facts To Remember
According to market research, customer experience will
overtake product and price as one of the key brand
differentiators
A recent research done by 451 Research said that half
the digital leaders state customer data and intelligence
platforms will have the highest investments over the next
12 months.
95% survey respondents have discovered they need to
use new data to augment the customer insights they’re
looking for
19% of new customers online will revert to their previous
behaviors and move back offline BUT
DX2021
50% are going to shift to a digital lifestyle, more online
purchasing and banking etc.
31% who were already digitally savvy, are going to be
more digitally involved.
88% of those who have engaged in any kind of spending
online, said that if they have a bad experience they will
not go back to that organization.
