Updated: Apr 2
In a recent article in Forbes, the author Heikki Väänänen puts the emergence of customer experience in perspective. With the original concept being created in the 1960's the growth and understanding of the field has truly grown in the past 15 years. When you look at the vast number of articles and podcasts dedicated to CX, you see the evidence of its widespread significance.
But how widespread is customer experience? Väänänen states that a mere Google search of the term "customer experience" generates over four billion results. But what can we compare that with? Well that is more searches than searches for "Donald Trump" and "Biden" combined. CX has transformed from an intangible theory to a refined art, earning industry recognition and academic credentials.
Despite the tremendous growth and evolution of CX practices over the years, there is still much to be learned and refined. For example, we see many inquiries into our customer experience software, and after 1000's of interactions with managers, and researchers a like, we still realize that many managers know it is important, but don't know how to implement it, and or have never seen the ROI it can produce. So while intellectually companies know it is important, experientially they often don't. This lack of experience with a CX software, makes it difficult for the user to see that it is a great investment rather than an expense.
Additionally, the continued globalization of businesses and their customer bases requires a more nuanced approach to understanding and meeting customer needs and preferences. As such, there is still much to be explored and discovered in the realm of CX, making it an exciting and dynamic field for us, to help companies onboard and see the great impact it has on your business.
If you would like to get in touch with us and find out how our software can help your business please contact us!