How can brands close the customer experience gap?

We have two steps. Step 1: Truly understanding your customers. What do they need, expect, and prefer from their experiences at different points in their journey? Step: Turning these insights into action, and putting the measures in place to deliver frictionless, engaging, and empathetic experiences that stand out in the eyes of customers.

Closing the Customer Experience Gap

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What is the customer experience gap?

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.

32%of customers stop doing business with a brand they love after only one bad experience. (Source: PwC)

What leads to the customer experience gap?

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.

Guide: CX in a new era of customer expectation

Learn some of the key drivers and trends shaping the future of customer experience, and how placing empathy at the heart of all efforts is the key to deliver great experiences that truly meets their needs, and closes the CX gap.

Step 1:

Step 2:

[White Paper] Bridging the Gap Between the Experience Customers Want and the Experience You Provide

A notable gap exists between the experience companies believe they provide, and how their customers actually view that experience. In this IDC White Paper, sponsored by Emplifi, learn more about the CX gap brands face today, the barriers creating this gap, and how to overcome them.

Guide: Engaging digital communities in the age of CX

People’s growing need for fast, convenient, and engaging experiences is constantly challenging community managers to find ways meet - and exceed - these expectations. In this guide, learn the latest trends and best practices to help your team do this.

74%

of customers are at least somewhat likely to buy based on experiences alone.

(Source: Forbes / Arm Treasure Data)

Tech Wire Asia: The Critical Role of Empathy in a CX-Driven World

While customers needed to quickly adapt their day-to-day habits, brands had to rethink every customer touchpoint and rebuild their customer journeys at record speed.

Leading with empathy for better customer experience

Genuine empathy is powerful stuff. It anchors relationships, builds loyalty, and drives revenue. Steer and manage better customer experience with Emplifi.

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What is the customer experience gap?

What leads to the customer experience gap?

Guide: CX in a new era of customer expectation

Step 1:

Step 2:

The role of empathy in closing the CX gap

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