The CX gap is the distance between what customers expect from their experiences with a brand, and how well these brands believe they are meeting those expectations.
of customers stop doing business with a brand they love after only one bad experience. (Source: PwC)
More and more, customers expect to interact with brands how they want, when they want. In search of easier, faster, more engaging, and personalized experiences, customer expectations are continually evolving, often quicker than brands can keep up, widening the CX gap.
of customers are at least somewhat likely to buy based on experiences alone.
(Source: Forbes / Arm Treasure Data)