11/20/2024
Forrester 𝗥𝗲𝘀𝗲𝗮𝗿𝗰𝗵 𝗽𝗿𝗲𝗱𝗶𝗰𝘁𝘀 𝘁𝗵𝗮𝘁 𝟮𝟬𝟮𝟱 𝘄𝗶𝗹𝗹 𝗯𝗲 𝗮𝗻𝗼𝘁𝗵𝗲𝗿 𝘆𝗲𝗮𝗿 𝗼𝗳 𝗺𝗲𝗱𝗶𝗼𝗰𝗿𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 ( ) quality, despite increased spending by many businesses. This is due to executives misinterpreting strong stock performance amid declining CX quality as a reason to scale back CX efforts. 𝗦𝗼𝗺𝗲 𝗲𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲𝘀 𝗮𝗿𝗲 𝗰𝗵𝗼𝗼𝘀𝗶𝗻𝗴 𝘁𝗼 𝗶𝗻𝘃𝗲𝘀𝘁 𝗺𝗼𝗿𝗲 𝗶𝗻 𝗖𝗫, 𝘄𝗶𝘁𝗵 𝟰𝟬% 𝗽𝗹𝗮𝗻𝗻𝗶𝗻𝗴 𝘁𝗼 𝗶𝗻𝗰𝗿𝗲𝗮𝘀𝗲 𝘁𝗵𝗲𝗶𝗿 𝗶𝗻𝘃𝗲𝘀𝘁𝗺𝗲𝗻𝘁𝘀 𝗮𝗯𝗼𝘃𝗲 𝗶𝗻𝗳𝗹𝗮𝘁𝗶𝗼𝗻 𝗹𝗲𝘃𝗲𝗹𝘀 𝗶𝗻 𝘁𝗵𝗲 𝗻𝗲𝘅𝘁 𝟭𝟮 𝗺𝗼𝗻𝘁𝗵𝘀.
CX quality in the U.S. is at an all-time low, with factors such as poor digital experiences, financial concerns, and societal issues contributing to the decline. 𝗢𝗻𝗹𝘆 𝟯% 𝗼𝗳 𝗰𝗼𝗺𝗽𝗮𝗻𝗶𝗲𝘀 𝗮𝗿𝗲 𝗰𝗼𝗻𝘀𝗶𝗱𝗲𝗿𝗲𝗱 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿-𝗼𝗯𝘀𝗲𝘀𝘀𝗲𝗱, 𝗯𝘂𝘁 𝘁𝗵𝗲𝘀𝗲 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻𝘀 𝘀𝗲𝗲 𝘀𝗶𝗴𝗻𝗶𝗳𝗶𝗰𝗮𝗻𝘁𝗹𝘆 𝗯𝗲𝘁𝘁𝗲𝗿 𝗴𝗿𝗼𝘄𝘁𝗵 𝗮𝗻𝗱 𝗿𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 𝗿𝗮𝘁𝗲𝘀.
The Covid-19 pandemic reshaped CX standards, initially lowering expectations but later causing them to rise faster than service provision could keep up. The pandemic also accelerated the demand for personalized, seamless experiences. John Nash, chief marketing and strategy officer here at Redpoint Global, explained, “𝗜𝗻 𝗮 𝗽𝗼𝘀𝘁-𝗽𝗮𝗻𝗱𝗲𝗺𝗶𝗰 𝗠𝗰𝗞𝗶𝗻𝘀𝗲𝘆 𝘀𝘂𝗿𝘃𝗲𝘆, 𝟳𝟱% 𝗼𝗳 𝗰𝗼𝗻𝘀𝘂𝗺𝗲𝗿𝘀 𝘀𝗮𝗶𝗱 𝘁𝗵𝗮𝘁 𝘁𝗵𝗲𝘆 𝘁𝗿𝗶𝗲𝗱 𝗮 𝗻𝗲𝘄 𝘀𝗵𝗼𝗽𝗽𝗶𝗻𝗴 𝗯𝗲𝗵𝗮𝘃𝗶𝗼𝗿 𝗱𝘂𝗿𝗶𝗻𝗴 𝘁𝗵𝗲 𝗽𝗮𝗻𝗱𝗲𝗺𝗶𝗰, 𝘄𝗶𝘁𝗵 𝟳𝟭% 𝗼𝗳 𝗰𝗼𝗻𝘀𝘂𝗺𝗲𝗿𝘀 𝗿𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴 𝘁𝗵𝗮𝘁 𝘁𝗵𝗲𝘆 𝗻𝗼𝘄 𝗲𝘅𝗽𝗲𝗰𝘁 𝗽𝗲𝗿𝘀𝗼𝗻𝗮𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝟳𝟲% 𝘀𝗮𝘆𝗶𝗻𝗴 𝘁𝗵𝗲𝘆 𝗮𝗿𝗲 𝗳𝗿𝘂𝘀𝘁𝗿𝗮𝘁𝗲𝗱 𝘄𝗵𝗲𝗻 𝘁𝗵𝗲𝘆 𝗱𝗼𝗻’𝘁 𝗳𝗶𝗻𝗱 𝗶𝘁.”
Social media has heightened customer expectations, and self-service tools, along with AI, have streamlined CX but can fall short for complex issues. A balanced approach combining AI and human support is recommended to enhance CX quality.
Take a few minutes and read the article here: https://www.crmbuyer.com/story/2025-looks-like-another-meh-year-for-cx-177396.html
