Customer Experience

Customer experience is the entirety of thoughts and interactions a customer has with a company and its products or services. In a highly dynamic retail environment, customer experience is a crucial competitive differentiator.

In fact, Gartner found that 81% of marketing executives expect to compete mostly or completely based on customer experience. In 2020, this year, 64% of customer experience leaders expect budgets to increase.

To keep shoppers engaged, brands need to make every touchpoint relevant, consistent, and convenient. With the right combination of a customer-centric culture and strategy, customer experience can enhance acquisition, retention, and loyalty.

Sarah Hillel

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