Submitted by jorn on
Globally, brands are investing heavily in customer experience. On paper, it’s working. Satisfaction scores are rising, journeys are becoming smoother, and friction is being engineered out. Despite this progress, growth isn’t keeping pace.
Our latest cross-market analysis uncovers what’s really happening beneath the surface. While most brands are delivering strong experiences, very few are creating the kind of impact that shifts predisposition, pricing power, or market share.
Based on insights spanning markets from Australia to the USA, and sectors including banking, fashion retail, QSR and grocery, our research reveals that functional excellence drives satisfaction, but Meaningfully Different Experiences drive commercial outcomes.
Discover how brands gain the competitive advantage:
- Design for distinct experiences –not just satisfaction – to unlock share and pricing power
- Focus investment on the touchpoints that build predisposition
- Benchmark experience vs. competitors to expose and close the biggest gaps
Read the full report to explore what truly drives brand growth today, and where to focus your experience investments for maximum commercial impact.
Get in touch and let’s rethink your CX
If you’d like to dive deeper into the report, or better understand how our insights can support your customer experience strategy, we’d love to connect. Don’t hesitate to reach out for more information or a personalised discussion.
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Gino De Vooght |
