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Customer Experience Is the New Battlefield
CONSUMERS COMPANIES
In 2013 In 2016
66% * 89%**
Switched Brands Due to Companies to Compete
Poor Customer Experience on Customer Experience
(up from 36% in 2012)
* Accenture 2013 Global Consumer Pulse Survey (13,168 consumers in 33 countries )
** Gartner Survey Finds Importance of Customer Experience is on the Rise; Marketing is on the Hook, Jake Sorofman, Laura McLellan, Sep 2014
Contact Srrivatsan Desikan sridesik@cisco.com for questions
