Discuss in Quirk’s Media — 3 ways CX and insights teams are future-proofing for 2022

Discuss Chief Strategy Officer Jim Longo in Quirk’s Media: 

Over the past year, organizations have faced a new foe in attracting and retaining customers: an entirely new business environment, shaken under the weight of inflation, labor shortages, supply chain and pandemic-related disruptions.

Under these new market conditions, one thing remains certain: strong customer experience (CX) is a business imperative. Today, consumers stay loyal to organizations due to the experience they receive rather than simply the price or quality of a product. For businesses to continue winning over customers and earning their loyalty, CX has grown in importance and become a key differentiator.

A change in consumer priorities began in the early days of the pandemic in 2020, when the surge in e-commerce began. According to a global McKinsey survey, 40% of consumers said they had tried new brands or retailers through the spring of 2020; in the U.S., it was 46%.

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